Return & refund policy

This policy explains when a booking can be refunded, how the money is returned, and how long it takes.

Bookings are paid in full

Rooms at Fantasy Hotel & Resort are paid for in full at the time of booking. We do not take deposits or part payments.

Cancelling a booking

To cancel, contact us by phone, WhatsApp or email with your booking reference. What you are refunded depends on how far ahead of your arrival date you cancel; the exact amounts are set out in our cancellation policy, which is shown to you before you pay and again on your confirmation.

How a refund is paid

Refunds are returned to the same card, wallet or account the payment came from. We cannot refund to a different account, and we do not refund in cash.

How long it takes

Approved refunds are processed within 7 to 10 working days. Your bank or wallet provider may take a few days more to show the money in your account, which is outside our control.

Nothing was delivered

If a booking is taken but the stay cannot go ahead — the island is closed, the ships are not sailing, or we cannot provide the room you booked — you are refunded in full, within the same 7 to 10 working days.

Something went wrong with a payment

If you were charged twice, or charged for a booking that was never confirmed, contact us with your booking reference and the transaction details. Duplicate charges are refunded in full.

Talk to us

If anything about a charge or a refund is unclear, please ring the front desk or message us on WhatsApp. Somebody is on the desk around the clock.