FAQ

• How many stars is the hotel?
• 4 Stars
• How do I make direct contact with the hotel?
• You may email, call or fax to the hotel,
  enquiry@citrusheightspatong.com
  T +66 76 344 954
  F +66 76 344 953
• If I make an online booking, will I be offered a 'best rate'?
• Online bookings generally offer the ‘best available rates’ for that date and time.
• What types of rooms are available and what are the differences between room types?
• There are 4 room types available:
  
  Superior Room (36sqm)
  Our Superior Room is our most basic room that comes complete with a flat screen TV, spacious living area, air conditioning, modern furniture, hot water shower, comfortable bed and a handy minibar.
  
  Deluxe Mountain View Room (39sqm)
  The highly sought after Deluxe Mountain View Room are aptly named as while offering guests with all the luxuries found in the Superior Room, the Deluxe Mountain View Room also comes with an awesome view of the nearby mountains.
  
  Premier Mountain View (55sqm)
  Perfect for families, the Premier Mountain View Room is much more spacious than the Deluxe Mountain View Room and provides natural views over the mountains that add to the serenity of the entire hotel.
  
  Two-bedroom Family Suite (94sqm)
  The Two-bedroom Family Suite is ideal for large families and comes complete with a modern living room and comfortable dining area, two bathrooms and two bedrooms that offer great value for money.
• Are your hotel rates per person or per room?
• Hotel rates are per room based on a maximum occupancy of two. However, Two-bedroom Family Suite is for occupancy of four.
• Are my credit card details necessary when making a reservation?
• Yes, to guarantee the reservation. Otherwise hotel reserves the right to release the booking at 6 pm on the date of arrival.
• Will my credit card be charged?
• We may block an amount on the credit card, equivalent to 1 night’s room charge to guarantee payment but this block will be automatically released in two weeks if not redeemed. Furthermore, we do not charge without proper authorisation from the guest. However, certain packages may require full-prepayment at the time of booking but this will be made known at the time of making the reservation.
  
  Guests can choose to settle the bill in cash or credit card at the time of check-out.
• How safe are credit card details that are submitted online?
• Our hotel uses SSL secure encryption to ensure that all your personal information and credit card details are kept confidential. The security of information is very important for us.
  
  For added security, guests are requested to present the credit card used in the online booking/purchase of accommodation together with personal identification (ID card or passport) upon check-in.
  
  Should you not wish to submit your credit card information online, we are pleased to accept reservations via fax or phone. However, credit card information will still be required to guarantee the reservation.
• What is your cancellation policy?
• Peak Season (Dec 21 – Jan 10)
  *Cancellations must be made at least 14 days prior to arrival. Failure to cancel within 14 days, prior to arrival, will result in a charge of room + applicable taxes and service charge for the entire length of stay.
  *No shows will be charged room + applicable taxes and service charge for the entire length of stay.
  
  High Season (Jan 11 – Mar 31; Nov 1 - Dec 20)
  *Cancellations must be made at least 7 days prior to arrival. Failure to cancel within 7 days, prior to arrival, will result in a charge of room + applicable taxes and service charge for the entire length of stay.
  *No shows will be charged room + applicable taxes and service charge for the entire length of stay.
  
  Low Season (Apr 1- Oct 31)
  *Cancellations must be made 24 hours prior to arrival to avoid a charge of one night’s room + applicable taxes and service charge.
  *No shows will incur a charge of one night’s room + applicable taxes and service charge.
  
  Kindly contact us in advance for cancellations or changes, in order to avoid the cancellation charge, at rsvn@citrusheightspatong.com
• Do you have a pets' policy?
• Regrettably pets of all sizes are not allowed in the hotel to ensure comfort of other hotel guests.
• What are your check-in and check-out times?
• Check-in time is 2:00 pm.
  Check-out time is 12:00 noon.
• Is it possible to check-in early?
• Early arrivals before the standard check-in time of 2:00 pm will be subject to a half-day charge (50% of your room rate) unless such an offer is available through Promotions or Packages.
  
  For an early arrival request, kindly contact our reservations at rsvn@citrusheightspatong.com
• What is the charge for a late check-out?
• Late check-out is subject to room availability and the charges are as follows:
  
  • Check out before 6.00 pm: 50% charge (based on your room rate or room rates offered at the time)
  • Check out after 6.00 pm: Full overnight rate
  
  The hotel will do our best to accommodate all guests requests based on room availability at the time of the request. Should you wish to arrange for a late check-out, kindly contact our reservations at rsvn@citrusheightspatong.com
• Do you have non-smoking rooms?
• Yes, Citrus Heights Patong offers non-smoking rooms. When making a booking please state your preference.
• Do you have twin, triple and quadruple rooms?
• Citrus Heights Patong offers a choice of king or twin sized bedded rooms. The hotel does not have triple rooms as a standard; however, upon request an extra bed can be arranged.
• Do you have inter-connecting rooms?
• Yes, we do have inter-connecting rooms, if you wish to have an inter-connecting room, please put in a request and we will do our best to accommodate it.
• What is the cost of an extra bed?
• An extra bed is offered at THB 800 nett with breakfast for 1 person.
• What is the hotel’s policy regarding children?
• Children are welcome and those under the age of 12 years can share the existing bedding in parent’s room at no extra charge.
• Does the hotel provide baby-sitting services?
• The hotel does not provide baby-sitting services.
• Are baby cots available?
• Yes, baby cots are available upon request and are free of charge.
• Where is breakfast served and at what time?
• Breakfast Buffet is served at the ‘Citrus Café’ from 06:00 am to 10:30am and till 11:00 am on weekends and public holidays.
• How many restaurants do you have and what are they?
• We have one restaurant, Citrus Café, an all day dining restaurant that serves local and international Restaurant from 06:00 am to 10:45pm
  
  There is also Poolside bar from 11:00 to 11:00pm serving snacks and a range of cocktails
• What is the cost for an additional breakfast?
• It would cost THB 300 net per adult and half price for children
• Do you have 24-hour room service?
• Room service is available from 06:30 to 22:45
• Do you have coffee/tea making facilities in the rooms?
• All guest rooms are equipped with a hot water boiler and complimentary in-room coffee and tea sachets. For a more extensive choice of teas and brewed coffee, this is available at restaurant at a charge
• Do your rooms have a balcony?
• All rooms have a balcony




GENERAL INFORMATION

• Do you have hairdryers in the rooms?
• Yes, we provide hairdryers in all rooms.
• Does the property provide iron and ironing boards in all rooms?
• No, however a request can be made through the housekeeping department.
• How far is the property from the airport and do you provide airport transfers?
• And if so, what is the cost?
  The property is a 50 minute drive from Phuket International Airport. Airport transfers are provided upon request at THB 1,200 Nett per way for a car.
• How much is an airport taxi or limousine?
• An airport taxi is approximately THB 400-500 nett per way including toll charges. An airport limousine is approximately THB 1,000 nett per way.
• Can luggage be stored at the property whilst I travel elsewhere?
• Yes, for a maximum of 30 days.
• What is the weather like at different times of the year?
• The cool season begins in late October or early November and stretches until about late February or early March. From a visitor perspective, this season is the best time to make a trip to Phuket, as chances of rainfall are low and temperatures are at their most pleasant. Despite being called the ‘cool season’, you can still expect daily highs in the low 30s and there’s very little opportunity for wearing anything other than t-shirts, shorts and similar light clothing.
  
  Beginning sometime in March and peaking in late April or early May before petering out around June; the hot season is appropriately named on account of the extreme temperatures and high levels of humidity experienced. Daily highs can reach the low 40s, while at night, you can expect a minimum of 25°C. Unless you are from a country with an especially hot climate and are well-acclimatized, this is not the best time of year to visit Phuket.
  
  The rainy season follows the hot season and is traditionally considered Thailand’s low season, although Phuket perhaps receives somewhat less precipitation than other popular regions of the country and hence still sees a relatively steady influx of visitors. Temperatures are still in the 30s during this period and rain, while prone to strike at any time, has a tendency to fall in the late afternoon or evening.
• Is the tap water safe to drink?
• No, tap water in Thailand is not potable. Complimentary bottled water is supplied to your rooms on a daily basis.
• How far is the nearest hospital?
• The nearest hospital is the Patong Hospital, 15 minutes away by car from the hotel.
• What time do banks open?
• 8.30 am – 3.30 pm, Monday to Friday.
• What voltage is used in Thailand?
• The voltage in Thailand is 220 volts.




Business Traveller

• Can I connect my laptop in the room?
• Your laptop can be connected via our free wireless Internet service.
• What kind of internet connection do you provide and what is the cost?
• We have a wireless Internet connection which is free for all in-house guests
• Are dual telephone sockets available in rooms?
• No, dual telephone sockets are not available in the rooms.
• Are secretarial and other business services such as translation available?
• Regrettably, business center services are limited to faxing and photocopying.




Shopping and Tourist Facilities

• Do you have a tour desk?
• No, however it will be our pleasure to arrange for tours with outside travel agents who offer such services. Kindly contact our reception for further information. For more information, please read the Phuket City Guide.
• Are there shopping centres nearby?
• Shopping centers are plentiful in Phuket from hypermarkets the likes of Tesco Lotus, Jungceylon to Phuket Central Festival shopping center, one of Phuket largest. The nearest shopping center to Citrus Heights is Jungceylon which is a 10 minute drive.
• What and where are local tourist attractions?
• Tourist attractions are located about the city; contact the reception for more information.