Guest FAQ

Yes. Every property shown as available on the Alexanders website can be booked directly with us. The reservation is managed by the same local team that prepares the home, coordinates your arrival and supports you during the stay.

Direct bookings are priced 15% lower than the rates we advertise on Airbnb and Booking.com. If you have questions before confirming, contact us with the property name and your preferred dates.

The homes on alexandersphuket.com are properties that we manage locally; they are not third-party advertisements copied from other agents or owners.

If you would like to confirm a listing before booking, get in touch with us and send the property name or link. If you book through Airbnb or Booking.com, your reservation and payment record will also remain in that platform.

We keep prices and calendars connected across the Alexanders website, Airbnb and Booking.com. Direct bookings are priced 15% lower than the rates we advertise on Airbnb and Booking.com. The final total can also differ because platform fees, discounts and promotions are not always the same.

Please review the full price breakdown and the reservation terms shown before confirming your booking.

Each home is different. Important details can include stairs or steep access, whether there is a lift, bedroom layouts, transport requirements and whether facilities such as a swimming pool are private or shared.

Read the individual listing carefully. If you are travelling with young children, older guests or somebody with limited mobility, tell us what you need before booking and we will help you judge whether the property is suitable.

The listing explains the area and shows the property's location. We provide the precise address, directions and access information before arrival.

If being close to a particular beach, venue or family member is important, ask us before booking. We would rather help you choose the right location than have you discover after arrival that another part of Phuket would have suited you better.

No. Our rentals are individually owned villas, condominiums and apartments rather than hotel rooms. The facilities and level of housekeeping differ between properties.

You should not assume there will be a hotel reception, breakfast, room service or daily housekeeping unless the listing specifically says so. You will still have 24-hour guest support from our team, and the individual listing explains what is included at the property.

For a direct booking made more than 30 days before check-in, we require 50% of the total price when the reservation is made. The remaining 50% is due 30 days before check-in.

If a direct booking is made within 30 days of check-in, the full amount is due when the reservation is made. Bookings made through Airbnb or Booking.com follow the payment schedule shown on that platform.

A cleaning fee is charged according to the size and number of rooms in the property. We also apply a set electricity charge per night based on the number of air-conditioning units in the home; we no longer calculate guest electricity by reading the meter during the stay.

The charges that apply to your chosen property will be shown in its listing or reservation price breakdown before the booking is confirmed.

No. We do not require guests to pay a separate security deposit. If something is accidentally damaged during your stay, please tell us as soon as possible so we can deal with it promptly.

Contact us as soon as possible. For a direct booking, guests receive a full refund if they cancel within 48 hours of booking and check-in is at least 30 days away. If a direct booking is cancelled within 30 days of arrival, the guest is charged 50% of the total price. Any date change is subject to availability.

If you booked through Airbnb or Booking.com, the cancellation terms shown when you booked apply and the request may need to be completed through that platform.

We provide in-person check-ins for arrivals between 9 a.m. and 5 p.m. A member of our team will meet you, provide access and help you settle into the property.

For arrivals outside those hours, we arrange a self check-in and send the access instructions you need. Guest support remains available 24 hours a day if you have difficulty entering the property or need help after arrival.

Our standard check-in time is 2 p.m. Please use the confirmed time in your booking information and tell us your expected arrival time in advance.

If you expect to arrive early, let us know. Early access cannot be guaranteed, particularly when another reservation checks out on the same day and the property needs to be prepared for your stay.

Before arrival, we provide the property's address, directions, access arrangements and the relevant contact details. Please read these instructions before travelling and make sure we have your expected arrival time.

Property-specific information is more useful than a single set of general instructions because parking, building access, key collection and self check-in arrangements differ between homes.

We are required to register every guest staying in the property with Thai immigration. We therefore ask for the passport details needed to complete that registration.

This applies to every person staying in the property, not only the person who made the booking.

Yes. We can arrange an airport transfer on request. The price varies depending on the location of the property, so ask us before making the arrangement and we will confirm the cost with you.

Please send us your flight and arrival information early enough for the transfer to be organised and confirmed.

Yes. Cots and high chairs are complimentary and subject to availability. Please request them as early as possible so we can confirm whether the items you need can be provided for your stay.

Guests have access to support 24 hours a day by telephone, WhatsApp and email. Use the contact details provided with your booking or arrival information so our team can identify the property and reservation quickly.

For an urgent problem involving access, water, electricity, hot water or air-conditioning, contact us straight away rather than waiting until the end of the stay.

For longer reservations, cleaning is provided on a flexible schedule. The frequency depends on the property and the length of the stay; a high-end villa may receive more frequent housekeeping than a smaller apartment.

During a scheduled clean, we replace the bed sheets and towels and arrange for the used linen to be laundered. Your property information will explain the arrangements that apply to your stay.

Our properties include Wi-Fi and a supply of everyday items for guests, including shampoo, shower gel, hand soap, washing-up liquid, coffee, drinking water, salt, pepper, cooking oil and rubbish bags.

These are an initial supply to help you settle in rather than a full supply for the entire reservation. If anything expected is missing when you arrive, let us know so we can check it.

Contact us as soon as you notice a problem. Our local team will assess it and arrange the appropriate repair or contractor.

Urgent issues that make the property difficult to occupy, such as a failed bedroom air-conditioner, broken lock or loss of water, are prioritised. Reporting a problem early gives us the best chance of resolving it with the least disruption to your stay.

No. Rules can differ between a private villa, a condominium and a home within a managed estate. Read the rules shown in the listing and the property information supplied for your reservation.

As a general standard, guests must respect the maximum occupancy, neighbours and common areas; avoid parties and disruptive noise; not smoke inside the property; and report damage or safety concerns promptly. Pets are prohibited at every property.

Tell us as soon as possible and explain what happened. Accidents are easier to deal with when they are reported promptly, and an early report may allow us to arrange a repair before the problem becomes worse.

Do not attempt a repair yourself unless our team has agreed that with you.

Our standard check-out time is 12 noon. Follow the departure instructions provided for your property, which explain where to leave keys or access cards and anything that needs to be done before leaving.

If you would like a later departure, ask us in advance. It depends on the next reservation and the housekeeping schedule and therefore cannot always be offered.