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 and Salon is 18 years old.

Airport Transportation - CIVANA offers two airport transportation options for Sky Harbor International Airport (PHX). Private airport transfers are available at a cost of $175 each way (tax and service charge included). To reserve private transportation to/from PHX, please complete this form or call our Guest Experience team at 480.653.9000. Our shared transfers to PHX depart from the resort at 7am, 10am, and 12:30pm, at a cost of $55 per person (tax and service charge included) and can be reserved by calling our Guest Experience team at 480.653.9000. *Cancellations must be made at least 72 hours prior to scheduled date for private transportation and 24 hours prior for shared transfers, to receive a refund. Cancellations within 72 hours and 24 hours of scheduled date, will be charged in full.

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.

Experience Fee - The Experience Fee will be applied per guest, per night + tax and includes: full access to daily complimentary wellness programming, restful resort amenities, fitness center, resort bikes, CIVANA water bottle with access to on-property FloWater alkaline water hydration stations, WIFI, self-parking, and more.

Food & Beverage - Reservations should be made in advance and can be made here. Reservations for 6 or more persons can be requested at F&Breservations@civanacarefree.com or by calling 480.653.9049. Dining times and locations are subject to availability and cannot be guaranteed. Food and beverage charges are subject to a 9.3% sales tax. Parties of 6 or more are subject to a 20% service charge.

Gift Card Balance - To check your CIVANA gift card balance, please click here.

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 $150.00 per night. Throughout your stay incremental authorizations may be applied to the card on file given at check-in. 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 “quiet zones” areas throughout the property, such as, the main pool, Spa, Spa pool, and the Spa’s Aqua Therapy Circuit. As a courtesy to all guests, we request that you be mindful of where you use your cell phone throughout your stay and that noise level be kept to a minimum. Please keep all mobile devices on “silent” throughout your stay and please refrain from talking on speaker phone; texting is preferred when possible.

Wellness Programs & Classes - Choose from 100+ fitness, personal growth, and spiritual classes each week based on availability. View our weekly class schedule online to help plan your activities. We encourage you to create your itinerary as early as possible to secure your desired classes. Please note that our classes vary with each season and the schedule is subject to change. Guests can book and manage classes through our Wellness Journey Platform with designated reservation number. If you are looking for a more intimate wellness experience, our Guest Experience team can assist with booking private sessions as well. If you need assistance or have additional questions, please call 480.653.9000.

Program Policy: Each guest can reserve up to 2 classes per day, prior to their arrival. Once on property, guests can add classes as availability allows. Classes fill up quickly and last-minute availability cannot be guaranteed. 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-4pm. 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% service charge applied to them, plus a delivery fee of $5.00.

The Spa and Salon - Advance spa reservations are required. Unless otherwise noted, cancellations must be made at least 24 hours in advance to avoid being charged a fee of 100% of the treatment price. Please arrive at least 20 minutes prior to your scheduled time, so that you can enjoy your full journey. Late arrival may shorten your treatment time. For your convenience, a 22% service charge is added to your total treatment price, which is modifiable at your discretion. The Spa and Salon are designed for adult use, age 18 and older. 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 anywhere on property. Smoking of any kind in your room or patio/balcony is not allowed. If you do so, you could be assessed a cleaning and deodorizing charge up to $250/night.

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

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

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.

Program Offerings - For those interested in offering programming opportunities, please email teach@civanacarefree.com.

Visiting Wellness Guides - For those interested in joining our Visiting Wellness Guide program, please complete this application for consideration. Due to a high number of requests, please allow the team up to 7 business days to review your request.