FAQ & Resort Policies

Age Requirements - Children under the age of 14 are not permitted. Persons 14 to 17 years of age may stay with an accompanying adult in the same room. The minimum age for program guests is 14 years old. The minimum age for access to the Spa is 16 years old.

Best Rate Promise - We guarantee that you will always receive the best possible rate when you book through our official website, directly with the resort, or with our reservation center. If you find a lower rate for the same room type, dates and inclusions within 24 hours of making your reservation, we will match the lower rate and provide a $50 resort credit. Click for details.

Cancellation Policy - We are offering flexible cancellation policies to give you peace of mind while you consider CIVANA for future travel. For cancellations made more than 7 days prior to the scheduled arrival date, you will receive a full refund. For cancellations within 7 days of arrival date, you will be charged 50% of your entire reservation. Policy excludes Advance Purchase reservations. See rate plan details for specific cancellation policy.

Check-in & Check-out - Check-in is at 4pm and check-out is at 11am. You may request an earlier check-in or check-out, however, it's not guaranteed. Guests arriving prior to check-in may enjoy use of all the resort amenities. Guests must be 18 years old to check-in.

Early Checkout - An early checkout fee of one night room and tax will be applied to any guestroom that departs on an earlier date than the reservation specifies unless 24-hour notice is given.

Food & Beverage Gratuity & Tax - An 18% gratuity may be applied to any Food and Beverage purchased through a package or with a voucher. Restaurant parties of 6 or more persons may be subject to an automatic gratuity of 20%. Food and beverage charges are subject to a 9.3% sales tax.

Guarantee & Debit/Credit Card Policy - All reservations require credit card guarantee at time of booking. See rate plan details for specific guarantee policy. At time of check-in a debit or credit card will be taken to authorize for the full amount of the stay and an additional $150 in case of any incidentals. Any amount not used is released at time of check-out. Please note that it will usually take your bank between 3-7 business days to return the funds to your debit or credit card.

In Courtesy of Others - We have a few requests to help every guest enjoy a safe and memorable experience. Please be mindful of areas throughout the property marked as “quiet zones.” As a courtesy to all guests, we request that you be mindful of where you use your cell phone throughout your stay. Talking on cell phones is permitted throughout the property, except for the Yoga Center, Spa, and Labyrinth. We request noise level be kept to a minimum and texting is preferred when possible. Please keep all mobile devices on “silent” and be mindful of others when using.

Wellbeing Standards & Protocols - We remain committed to monitoring and complying with the guidelines from the CDC and relevant government authorities and continue to put even higher wellbeing standards into effect, allowing us to ensure the highest level of service, cleanliness, and safety. View our current standards and protocols.

Wellness Classes & Programs - Choose from 70+ fitness, personal growth, and spiritual classes each week based on availability. Our Guest Experience Guides will reach out to you to plan your classes and spa appointments, ensuring a wonderful and stress-free stay. View our weekly class schedule online to help plan your activities. If you are looking for a more intimate wellness experience our Guest Experience team can assist with booking private sessions as well. Classes fill up quickly and last-minute availability cannot be guaranteed. Please reach out to gx@civanacarefree.com if you have any additional questions.

Program Policy: Guests can pre-book up to 2 classes per day, per person, prior to their arrival as part of our complimentary class offerings. Guests can book additional classes after arrival, pending availability. For your safety and as a courtesy to others, please arrive 5 minutes prior to your scheduled classes, as late arrivals are not permitted. Due to high demand and limited class space, it is important that you attend the classes you sign-up for. You must cancel by 5pm the day prior to your class to avoid being charged in full for paid classes or a $15 no-show fee for each complimentary class. The minimum age for program guests is 14 years old.

Pets - As much as we love pets at CIVANA, there is a no pets policy on our property. We can refer you to a wonderful pet boarding home nearby for the duration of your stay. Service animals* are the only pets allowed on the property and must be under control and on a leash at all times when outside of guest room. Guests who require service animals must inform a CIVANA team member that they are bringing a service animal prior to arrival.
*Under the ADA, a service animal is defined as a dog that has been individually trained to do work or perform tasks for an individual with a disability. The task(s) performed by the dog must be directly related to the person’s disability. Guests may be asked what work or tasks the animal has been trained to perform. Emotional support, therapy, comfort, or companion animals are not considered service animals under the ADA.

Pools - The resort pools are open 6am-10pm and accessible with your room key. Poolside food and beverage services are available from 11am-5pm. The Spa pool is for guests 16 and older and accessible on a complimentary basis with a spa service. Check-in at the Spa desk is required for access.
Pool rules include:• Pools are exclusively for registered resort and cabana guests.
• No outside food and beverage.
• No glass in pool area.
• No smoking.
• Music allowed with the use of headphones only.
• Guests must comply with all pool regulations posted within the pool area.
• Loud, offensive and/or profane language are prohibited.
• Resort reserves the right to refuse access and service to pool area.

Room Service - Deliveries will have an automatic 20% gratuity applied to them, plus a delivery fee of $5.00.

The Spa and Salon - Reservations are recommended to be booked 72 hours in advance with a 24 hour notice for cancellation to avoid cancellation fees. Unless otherwise noted, please notify us at least 6 hours prior to the start of your spa treatment to avoid a 50% cancellation fee. A fee of 100% of the treatment price will be charged to guests not giving any notice of cancellation. Please arrive in plenty of time so that you can enjoy your full journey. Late arrival may shorten your treatment time. For your convenience, a 20% service charge is added to your total treatment price, which is modifiable at your discretion. The Spa is designed for adult use, age 16 and older. Salon services are open to ages 14 and 15 when accompanied by an adult. Please note that CIVANA resort guests who are having a spa or salon treatment are able to use the spa facilities on the day of booked services with no additional charge.

Self-Parking - Is available for guests and complimentary.

Smoking Policy - As a wellness resort, we strongly discourage the use of all smoking products and e-cigarettes and the use of these products is prohibited. Smoking in your room is not allowed. If you smoke in your room, you will be assessed a cleaning and deodorizing charge up to $250/night.

Nightly Per Person Experience Fee - For all reservations made after June 19th, 2020, there are no additional resort fees or experience fees. For reservations made prior to June 19th 2020, the experience fee is $30 per adult (18 or older), per night. All stays at CIVANA include the following amenities: a CIVANA water bottle with alkaline Flo Water hydration stations; unlimited access to complimentary daily fitness, movement and enrichment classes as well as weekly lifestyle lectures and culinary demonstrations; WIFI; complimentary tennis/pickleball equipment; self-parking; and access to athletic courts and fitness center. Fee is subject to change and is subject to 9.3% government tax.

Local Activities & Area Attractions - To learn more about local activities and area attractions, please click here.

Photography Requests - In support of our mission to provide a quality experience and privacy for all of our guests, professional photography is strictly prohibited, unless in conjunction with a contracted catered event (i.e. a conference or retreat). Full photography sessions outside of these parameters are not allowed, including for registered guests on-property. This includes professional photography for the following: graduation, family portraits, prom, pregnancy portraits, anniversary, birthday, holiday, weddings photos where the wedding is held at another venue, and all other non-resort related events. Advance notice is required and permission must be granted prior to shooting. Approved photographer/videographer will be required to provide a certificate of insurance prior to any work, and it is at the resort's sole discretion to request such certificate. Disruptive photography or filming is not allowed. Resort management reserves the right to ask any photographers to cease their session for any reason. Unauthorized use of unmanned aircraft systems (UAS), including but not limited to drones and radio controlled aircraft and devices by the public or guests is strictly prohibited without prior approval. For all press requests, please email media@civanacarefree.com.

Media & Advertising Inquiries - For all media and advertising inquires, photo requests, or to receive property news and updates, please email the Marketing Department at media@civanacarefree.com.

Influencer Requests - We value the power of social media influence as a way to share our brand and collaborate with others. If you are interested in working with CIVANA Wellness Resort & Spa to produce meaningful wellness focused content, please contact media@civanacarefree.com for consideration. Due to a high number of requests, please allow the team up to 7 business days to review your request.

Music & Performance Requests - For musicians and other performance acts interested in playing on-property, please email media@civanacarefree.com.

Program Offerings & Visiting Specialists - For those interested in offering programming opportunities, please email Amanda Grant at Amanda@civanacarefree.com.

Retail & Trunk Show Requests - If you are a retail vendor and are interested in having your product sold CIVANA, or if you are an artist wanting to showcase your special jewelry or fashion at an upcoming trunk show, please contact candicek@civanacarefree.com.