Guest FAQ
Before you arrive, ask away.
Booking, arrival, your stay and everything we can arrange. If your question isn’t here, our concierge is a message away.
Booking & payment
What’s included when I book a Staylar villa?
Every stay comes with the essentials of a well-run house, and a team on the island to look after you.
- A personal welcome at the villa on arrival
- Housekeeping every third day
- Fresh linen, towels and toiletries
- Concierge on WhatsApp throughout your stay
- Restaurant reservations
- Local recommendations from people who live here
Each villa’s own amenities are listed with the villa when you book.
How do payment and deposits work?
You pay 50% to confirm your booking and the balance 14 days before arrival, or in full if you book within 14 days of arrival. There is no security deposit.
Do you offer monthly or long-stay rates?
Yes. Special rates are available for extended stays and digital nomads. Please contact us directly with your dates.
Can I get an invoice for business travel?
Yes. We can issue invoices upon request. Please provide your billing details.
Is electricity included?
Electricity is not included in the nightly rate. Our team will explain how it works before you arrive.
Arrival
What time is check-in and check-out?
Check-in is from 3:00 pm and check-out is by 11:00 am.
Early check-in or late check-out can be requested, subject to availability.
How does check-in work?
Our concierge team will personally meet you at the villa upon arrival to assist with check-in and ensure everything is ready for your stay.
If you arrive outside of our working hours, a secure self check-in option with access instructions will be provided for your convenience.
Do you offer airport or pier transfers?
Yes. Private airport and ferry pier transfers can be arranged in advance.
Can I store luggage before check-in or after checkout?
Yes, luggage storage can be arranged with prior notice.
During your stay
Is daily cleaning included?
Housekeeping is included every third day of your stay, and linen and towels are changed weekly. Extra cleaning or laundry can be arranged on request.
What amenities are included?
All villas include:
- Fresh linens & towels
- Toiletries
- Fully equipped kitchen
- Air conditioning
- High-speed WiFi
- Smart TV
Specific amenities may vary by property.
Is the pool private?
Yes. Every villa includes a fully private swimming pool exclusively for your use.
Is WiFi reliable for remote work?
Yes. All villas provide stable high-speed WiFi suitable for video calls and remote work.
Is parking available?
Yes. All villas provide private or designated parking spaces.
Is there security?
Most villas are located within secure residential areas or gated communities. Some properties include CCTV in outdoor areas for added security.
Who do we contact if something goes wrong?
Message our concierge on WhatsApp: we reply within a few hours. For emergencies, our team is reachable 24/7.
Are pets allowed?
Pet policy varies by property. Please contact us before booking and share details (type, size, dates) so we can confirm availability.
Do you allow events or parties?
Events must be approved in advance. Unauthorized parties are not permitted.
Services
Can you arrange a private chef or stock the kitchen?
Yes, on request. A private chef, and grocery shopping before you arrive, can be arranged subject to availability, and are quoted before they’re confirmed.
What extra services can you arrange?
We are happy to arrange the following premium services for your stay:
- Airport transfer
- Private chef (breakfast, lunch, or dinner)
- In-villa Thai massage & spa treatments
- Floating breakfast (available in select villas)
- Scooter & car rental delivery
- Private driver & island tours
- Birthday & honeymoon decorations
- Cakes, champagne & romantic setups
Advance booking is recommended to ensure availability.
The islands
Where are your Koh Samui villas located?
Our Koh Samui villas are in three areas:
- Chaweng Noi, on the east-coast hillside above Chaweng Noi beach
- Coral Cove, just south of Chaweng Noi
- Mae Nam, on the quieter north coast
Where are your Phuket villas located?
Our Phuket villas are located in the Bangtao area on the west coast, close to:
- Bangtao Beach
- Boat Avenue
- Beach clubs & restaurants
Are there restaurants and shops nearby?
Yes. Each villa is located within a short drive of restaurants, cafés, convenience stores, and local markets. We provide personalized recommendations after booking.
How far are the villas from the beach?
Distance varies by property. Some villas are walking distance, others are a short drive away. Please check your specific listing for details.
Will there be insects or geckos?
As our villas are located in tropical island environments, you may occasionally see small geckos or insects. This is completely normal in Thailand. Geckos are harmless and actually help reduce mosquitoes.
We provide mosquito repellent and regular pest treatment for guest comfort.
Cancellation
What is your cancellation policy?
For bookings made directly with Staylar, you get a full refund if you cancel within 48 hours of booking and at least 14 days before arrival.
After that, 50% of the booking is charged if you cancel 14 days or more before arrival, 75% if you cancel 7 to 14 days before arrival, and 100% within 7 days of arrival.
Bookings made on Airbnb or Booking.com follow that platform’s own cancellation policy.
Can I change my dates?
Ask our concierge. Changes depend on availability and are always confirmed with you before anything is changed.
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Still wondering?
Talk to a person, not a page.
Our concierge team lives on Koh Samui and Phuket. Tell us your dates and who’s coming — we’ll help with the rest.
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WhatsApp concierge
+66 81 521 2885
We reply within a few hours.
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During your stay
Emergencies, 24/7
Our team is on call around the clock for anything urgent.