RESERVATIONS

CLIMATE CRISIS RESILIENCE FEE

As of January 1, 2025, all hotels in Greece are required to implement a new environmental fee defined as the Climate Crisis Resilience Fee. This fee was established under Article 30 of Law 5073/2023 and replaces the previous Accommodation Tax. The environmental fee is compulsory to registered tourists, who stay at the Resort at an additional rate of EUR15.00 per suite, per night from April 1 through October 31, and EUR4.00 per suite, per night from November 1 through March 31. This update is in accordance with Government Gazette No. B’ 7301/31.12.2024.
This will be collected as a separate amount (additional to quoted suite charges) upon arrival at check In. It must be charged on the same credit card the reservation was made. If that card has expired, then the initial amount charged for the reservation will be refunded to the old card and the new card will be charged for the whole amount, including the environmental fee.

RESERVATIONS GUARANTEE

Check in will only be allowed if the credit card provided on the reservation is an absolute match to the main name of the reservation. In any other case, the initial amount will be fully refunded and the new credit card will be charged.

RESERVATIONS CANCELLATION POLICIES

KOIA All Suite Wellbeing Resort is not responsible for weather conditions, personal emergencies, or schedule changes. Cancellation policies may vary depending on the reservation and are determined by the package selected at the time of booking. These policies are always provided to and acknowledged by guests during the booking process. A confirmation letter is issued upon completion of your booking through your selected channel, clearly outlining the chosen package, applicable cancellation policy, and payment terms.
After check-in, in the event that you choose to shorten your stay, the full amount of the original reservation, as well as any additional costs related to extras, will be charged as cancellation fees.

RATES AND MINIMUM LENGTH OF STAY REQUIREMENTS

Our rates vary by suite type and periods. During periods of high demand or major events and for certain packages we may apply a requirement for a minimum length of stay. You will be advised of this at the time of your reservation.
The resort has the right at any given moment to issue discount offers for a limited time period.

RATES

All rates are quoted in Euro (EUR) and include VAT and all applicable taxes, with the exception of the Climate Resilience Tax, which is payable by guests upon arrival.Rates may change without prior notice. Rates as advertised on KOIA All Suite Wellbeing Resort website or any other website or promotional material are subject to change at any time and may increase or decrease at the resort’s discretion.
Discounted rates seen in our website of any services-add-ons or stay enhancements e.g., romantic packages, private dining etc. apply only to direct reservations through our website.
Transfers rates vary according to the current offer on the site and apply only to direct reservations through our website.

NO-SHOW CHARGES

In the event that you fail to arrive on the scheduled day of your reservation, your suite will be held until 3.00 PM on the following day, in case of unforeseen delays preventing you from contacting us. Should you not arrive the next day your reservation will be cancelled, the total accommodation charge will be applied to your credit card and the suite will be released.
The above term does not apply in case Guests have contacted the hotel, in advance, for a change on their Check-in Date.

SPA CANCELLATION POLICY

Free cancellation of Spa appointments is provided 24 hours prior to the appointments. Cancellations within 24 hours are charged 50% of the cost of the service and no-shows will be charged 100% of their service amount.

PRIVATE DINNER CANCELLATION POLICY

Free cancellation of private dinners is available up to 24 hours prior to the dinner. Cancellations made within 24 hours will incur a charge of 50% of the total service cost, while no-shows will be charged 100% of the service amount. Reservations should be made at least 2 days prior to the preferred date.

INDOOR ACTIVITIES CANCELLATION POLICY

Free cancellation of indoor activities is available up to 24 hours prior to the scheduled activity. Cancellations made within 24 hours will incur a charge of 50% of the total service cost, while no-shows will be charged 100% of the service amount.

OUTDOOR ACTIVITIES CANCELLATION POLICY

Free cancellation of outdoor activities is available up to 48 hours prior to the scheduled activity. Cancellations made within 48 hours will incur a charge of 50% of the total service cost, while cancellations made within 24 hours will be charged 100% of the service amount.

TRANSFERS WAITING & CANCELLATION POLICY

Our driver will be pleased to wait for up to 15 minutes at the scheduled pick-up location. Should additional time be required beyond this period, we kindly invite you to contact us to arrange a new transfer, which may be subject to an additional charge. In the event of a flight delay, our driver will monitor your arrival and wait for you at no additional cost.
Cancellations made within 24 hours of the scheduled transfer, the full amount will be retained.

GUEST POLICIES

CHILDREN

KOIA All Suite Wellbeing Resort is an adults-only resort and welcomes guests aged 16 years and above. In the event that guests arrive with children under the age of 16, the reservation will not be honored, no refund will be provided, and guests will be required to arrange alternative accommodation at their own expense.

EXTERNAL GUESTS POLICY

External visitors are welcome to enjoy our spa, restaurant, and bar facilities strictly by prior reservation. Kindly note that access is limited to the reserved venue only, and roaming around the property or use of other facilities is not permitted.
For security and registration purposes, we may also require the full names of the visitors, along with a valid ID or passport for verification.

VISITORS ACCESS POLICY

Guests wishing to invite friends to the resort for the day are kindly requested to provide at least one day’s prior notice and obtain confirmation from the Reception team. For security and registration purposes, we may also require the full names of the visitors, along with a valid ID or passport for verification.

ADDITIONAL GUEST POLICY

An additional supplement of EUR 50 per person applies for any extra guest, subject to the maximum occupancy of the room type. Please note that additional charges may also apply for selected packages, such as Half Board or Full Board options.

PETS

KOIA All-Suite Wellbeing Resort does not accommodate pets. However, certified assistance dogs accompanying guests with special needs are permitted. In such cases, guests are required to provide valid documentation, including the dog’s passport confirming up-to-date vaccinations, as well as an official training certificate indicating the facility where the dog was trained, along with contact details.
Assistance dogs are permitted in guest rooms only and are not allowed in public areas of the resort, if it is not needed. The dog must remain calm and under control at all times.

ALCOHOL

Alcohol will be offered only to guests who are at least 18 years of age.

CHECK-IN time is from 3.00 pm.
Early check-in is subject to availability.

CHECK-OUT time is until 11.00 am.

In case you wish to retain your suite beyond this time, our Front Office Team would be pleased to arrange a later departure, subject to availability on the day of departure.
Should a late check-out not be available, you are warmly invited to continue enjoying the serene atmosphere of KOIA and its facilities. Your luggage may be safely stored at Reception, and our wellness area will be available should you wish to freshen up before your onward journey.

CREDIT CARD PRE-AUTHORISATION UPON ARRIVAL

Upon arrival at the resort, your credit or debit card details will be securely recorded prior to check-in to guarantee any incidental expenses during your stay. Please note that no amount will be held or charged at this stage. Any incidentals, such as room service, minibar usage, or additional services, should be settled directly by you during your stay or upon departure. Should there be any outstanding balance, it may be charged to your card accordingly.

PAYMENT METHODS

We accept Visa, Mastercard, Maestro, Apple Pay, Secure Payment Links, and Bank Transfers.
Cash payments are accepted at the Reception Desk only, up to a maximum of EUR 500, in accordance with Greek regulations.

RIGHT TO REFUSE SERVICE

KOIA All Suite Wellbeing Resort is privately owned and operated. We reserve the right to refuse service to anyone for any reason(s) that violates State laws.
KOIA All Suite Wellbeing Resort has a zero-tolerance policy in which we will refuse to admit or refuse service or accommodation in our resort or may remove a person, without refund, who refuses to abide by the reasonable standards and policies established by Greek Law and the owners for the operation and management of the resort.
KOIA All Suite Wellbeing Resort will refuse service or evict a guest:
– for refusal or failure to pay for accommodations
– is under the influence of alcohol, drugs, or any other intoxicating substance and acts in a disorderly fashion disturbing the peace of other guests or is not in compliance with state liquor laws
– acts in a disorderly fashion as to disturb the peace of other guests
– seeks to use the resort for an unlawful purpose
– seeks to bring into the resort: a firearm or explosives or hazardous &/or toxic substances, that are unlawful to possess and that may be dangerous to other guests or employees.
– destroys, damages, defaces, or threatens harm to resort property or guests or employees.
– causes or permits persons to exceed the maximum allowable occupancy of suite
– refuses to abide by the reasonable standards or policies established by KOIA All Suite Wellbeing Resort for the operation and management of our resort.

SPECIAL REQUESTS

We will make every effort to honor special requests upon your arrival. All special requests are noted on reservations and we will do our best to accommodate them. However, the availability of these items/services cannot be guaranteed in advance.

SUITE POLICIES

DO-NOT DISTURB & ACCESS TO SUITES

To provide all our guests with an exceptionally clean and safe resort experience, we provide daily housekeeping. Our Housekeeping Staff will honor the “Do Not Disturb” door hanger once during a thirty-six-hour period indicating that the suite is occupied. The Housekeeping Staff is required to enter the suite at subsequent times to clean the suite, check for safety, and verify the condition of the suite. Management reserves the right to enter a suite with a known status of “Do Not Disturb” for reasonable purposes, such as an emergency, housekeeping, maintenance, verify that the suite, its furnishings and mechanical equipment are intact, or to address or prevent a violation of our Resort Policies.

HOUSEKEEPING / SUITE INSPECTION

Housekeeping morning service is provided daily between 08.30 am and 3.00 pm. Turndown service is available each evening between 6.00 pm and 10.00 pm, with the exception of the arrival day.
All KOIA suites are non-smoking. Suites are cleaned and inspected daily and a detailed log is maintained on each suite and linen. Suites are rented to guests in appropriate condition without any prohibited odour. Housekeeping and Front Desk staff are trained and skilled in identifying the odours from prohibited items. If our investigation concludes that you have smoked in your suite or brought a prohibited item into our facility, fees will be assessed, and you may be evicted without any refund.

LINEN CHANGING

Your comfort and wellbeing are of the utmost importance to us. For guests staying multiple nights, bed linen and towels may be refreshed daily, provided that personal belongings are removed from the bed and our housekeeping team is able to access the surrounding area with ease.
In our ongoing commitment to sustainability, we warmly invite you to support our efforts in reducing environmental impact and water consumption by reusing your towels whenever possible. Should you prefer fresh towels, simply place the used ones in the basket located beneath the bathroom sink, and they will be replaced promptly. For bed linen, we would be delighted to tailor the frequency of changes to your personal preference; please advise our Front Office team accordingly. Should you require any further assistance, our Front Desk team remains at your service at all times.

MAXIMUM OCCUPANCY

Suite occupancy requirements are based on fire code/fire safety restrictions. If you exceed the maximum number of guests allowed, you will be asked to rent another suite for proper accommodation or vacate the resort. Suite rates are listed for single/double occupancy and in some room types for triple+ occupancy.

NON-SMOKING

For the comfort and wellbeing of all our guests, all suites and indoor public areas are strictly non-smoking. In accordance with Greek law, smoking is not permitted in enclosed public spaces.Guests are welcome to smoke in designated outdoor areas throughout the property, with the exception of restaurant areas and sunbeds at the public pools. Please note that a cleaning fee of EUR 300 will be charged in the event that this policy is not respected.

SUITE KEYCARDS

Suite keycards are issued to the registered guest(s) one per person. Please return all suite keycards to the Front Desk upon check-out.

GUESTS’ VALUABLES

Money, jewelry and other valuables brought into the hotel premises are the sole responsibility of the guests. Staff and management of the hotel accept no liability and shall not be responsible for any loss or damage thereto and guests remain responsible for the safekeeping of any such items.
These items should be kept in the safe of the room.

LOST & FOUND

If you discover that you have left behind something of value to you, please call us immediately by pressing the telephone icon on the top-right corner on the main page of our website or email us directly at info@koiaresort.com and we will try to assist you in locating your lost item.

FOUND ITEMS

KOIA All Suite Wellbeing Resort is not responsible for any item left behind by a guest. However, any item, with the exception of perishable items, left behind by our guests and found after departure by Housekeeping will be collected, logged in, and kept in a secure location for collection by the owner for up to twelve (12) months. Reasonable effort will be made to notify the guest that an item has been found. Perishable items, underwear, and miscellaneous toiletries will be discarded.

RETURN

We would be pleased to assist you in recovering any lost items. These may be returned to you via Deliveryback.com services or, alternatively, through your preferred courier company, which can arrange collection directly from the hotel.

UNCLAIMED ITEMS / NO CONTACT

Lost & Found items are held for twelve (12) months while we attempt to contact the guest. If guest contact information is incorrect or mobile phone mailbox is full and we are unable to contact the guest during the twelve  (12) month holding period, the unclaimed item(s) are thrown away, given to local charity organizations, or disposed off accordingly by KOIA All Suite Wellbeing Resort staff.

ON-SITE

ENFORCEMENT

All staff are trained and required to respond to potential violations of our Resort Policies. Guests who refuse to abide by the reasonable standards and policies established by KOIA All Suite Wellbeing Resort for safety of all guests, staff, owners, property, and the operation and management of the resort will be evicted, with no refund.

ENVIRONMENTAL POLICY

We constantly challenge ourselves to provide the right environment for our guests and team members through the promotion of environmental awareness. We train our team members to incorporate good environmental practice in all aspects by periodically reviewing our practices, procedures and objectives.

FREE WI-FI ACCESS

Access to our Wi-Fi is free for our registered guests. The resort WiFi access code is subject to change without notice. WiFi signals are subject to change without notice depending on the suite’s location,the status of our WiFi-equipment, and interference from other local wireless signals. KOIA All Suite Wellbeing Resort assumes no liability for guest use.

GRATUITIES AND SERVICE CHARGE

Tips and gratuities to our team members are at our guest’s discretion and we do not include any compulsory service charges.

PARKING

KOIA All Suite Wellbeing Resort offers free parking for all its guests. KOIA All Suite Wellbeing Resort shall not assume liability or responsibility for any vehicle, occupants, or contents while operated or parked within the resort property. Electric vehicle charging is also available, with usage subject to an additional fee payable directly at the charging station.
DAMAGE POLICIES

DAMAGE AND/OR THEFT OF RESORT PROPERTY

You are liable for any damage however caused (whether by deliberate, negligent, or reckless act) to the suite(s), resort’s premises or property caused by you or any person in your party.
KOIA All Suite Wellbeing Resort will forfeit your security deposit as presented at registration and charge you for the damages incurred.
Should this damage come to light after the guest has departed, we reserve the right, and you hereby authorize us, to charge your credit or debit card for any damage incurred to your suite or the Resort property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. We will make every effort to rectify any damage internally prior to contracting specialist to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

DAMAGE DISCOVERED AFTER CHECK-OUT

Guest Suites found with waste scattered around, in complete disorder, and/or “trashed” will be subject to a EUR 1,000.00 maintenance deep cleaning fee, administration fee and/or third-party fees.

DAMAGE TO SUITE

Damage to Suites, fixtures, furnishing and equipment including the removal of electronic equipment, towels, artwork, etc. will be charged based on the replacement cost as determined by the supplier, including any applicable shipping and handling charges. Any damage to resort property, whether accidental or willful, is the responsibility of the registered guest for each particular suite. Any costs associated with repairs and/or replacement will be charged to the credit card of the registered guest. In extreme cases, criminal charges will be pursued.

DAMAGE TO MATTRESSES AND BEDDING

Damage to mattresses and linen including; towels, mattress pads, sheets, bedspreads, blankets resulting from the use of body oils, make-up, shoe-polish, etc. will result in a charge at 100% of full and new replacement value plus any shipping and handling charges, for the special cleaning, repair or replacement of the damaged article.

DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS / FIRE-FIGHTING EQUIPMENT

KOIA All Suite Wellbeing Resort reserves the right to take action against any guest or visitor found to have tampered or interfered with any detection equipment throughout the resort, including detector heads in public areas, guest Suites, break glass points and fire extinguishers.
Guests or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by the resort due to their actions and will be evicted from the resort.
Depending on the severity of the guests’ actions, law enforcement may become involved at the resort’s discretion.
Should the fact that firefighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your suite or the Resort property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc.

SAFETY

FIREARMS AND WEAPONS

The safety and security of our guests and staff is extremely important to us. Our Firearms and Weapons Policy is designed for the protection of our guests, vendors, staff, and owners, and pertains to the presence of firearms and weapons on resort premises.
KOIA All Suite Wellbeing Resort recognizes that guests and vendors may legally possess firearms or weapons for a variety of legitimate purposes. This policy has been developed to create a safe environment by providing appropriate guidance over the custody of firearms and weapons on our premises.
Guests and vendors who fail to abide by our policy may be asked to leave the resort premises, are subject to trespass and may be subject to further legal action.
Exempted from this policy are law enforcement officers and designated military personnel who are on-duty and required to carry firearms in the performance of their duties.
No exemption to this policy is allowed for private persons, even those licensed and permitted to carry a firearm openly or concealed under state law, are exempt from this policy.

FIRE SAFETY POLICY

The resort is fully equipped with smoke detectors and emergency evacuation plans on the door of each guest suite. Please review this important information.

IN CASE OF EMERGENCY OR FIRE

Please notify Front Desk in the event of a fire or other emergency. A map that shows emergency exits can be found on the back of your suite door located in each guest suite.

CHANGES & MODIFICATION TO THE RESORT POLICY

KOIA All Suite Wellbeing Resort reserves the right to amend, modify, change, cancel, vary or add to these Resort Policies or the arrangements and content featured on our Resort website at any time without prior notice. Please check our website regularly for updates to Resort Policies.
Any modification to these Resort Policies that occurs before your departure is considered a part of your reservations agreement with us.
A copy of these Resort Policies is located on our website, and is also available to be seen and read in a hard copy to be shown to you by the Front Desk staff upon request.

DISPUTES AND CLAIMS

Any controversy, dispute or claim arising out of or in connection with these resort policies shall come under the jurisdiction of most competent courts of KOS.

LATEST UPDATE AUGUST 2025