Everything Guests Ask the Desk

Check-in opens at 15:00 and check-out runs until 12:00. Villa guests arrange flexible times directly with their butler, and early arrivals are accommodated whenever the residence is ready — the thermal circuit and lounge are yours from the moment you arrive.

Standard rates cancel free of charge until 48 hours before arrival; villas and packages typically carry a 7-day window and seasonal peak dates up to 30 days. Full details are in our Refunds Policy.

Yes — if you find a lower publicly available rate for the same residence and dates within 24 hours of booking direct, we match it and credit a further 10% to your folio. Direct bookings also carry the most flexible cancellation terms.

Harbour Suites connect in pairs on every floor, and Sky Villas can pair with an adjacent suite for larger families. Tell us the ages and sleeping arrangement at booking and the floor plan is set before you arrive.

Requests for high floors, Opera House-facing or west-sunset orientations are noted at booking and honoured wherever occupancy allows. Crown Villa guests select their exact residence.

All six restaurants, the wine vault and the rooftop lounge welcome non-residents. The Chef's Table books 4–6 weeks ahead; the dining page lists the seatings.

Six zones — 85°C sauna, eucalyptus steam, 42°C vitality pool, cold plunge, ice fountain and the quiet room — sequenced for recovery. Resident access is included; day guests can book a spa package via the spa page.

The pool deck is a resident privilege; the only exception is a booked spa day package with cabana add-on. Cabana reservations open 30 days ahead.

Everywhere except the gaming floor — the Children's Heritage Academy runs Montessori-style programs daily, family swim hours are 09:00–12:00, and the restaurants keep early family seatings from 17:30.

Every menu is built with allergen coding, and the kitchen runs a dedicated celiac-safe preparation line. Note requirements at booking and the brigade prepares alternatives rather than omissions.