Questions before you pack

Use Book Now on this site, pick your hotel, dates and guests, and pay on the Cloudbeds checkout. Code SMART is applied there. You can also call +66 2 259 7420, email sales@arawanagroup.com, or write on WhatsApp. The confirmation comes from the hotel that will actually check you in.

SMART is our direct-booking code. It is the best available rate on arawanagroup.com, with no booking fee and free cancellation on most rates. On this site it is applied at checkout. If you are sent to Cloudbeds from an old link, type SMART in the promo box before you pay.

Most rates booked direct with SMART can be cancelled free of charge, as long as you cancel inside the window shown on your rate. That window is on the checkout screen before you pay, and again on the confirmation. Some cheaper rates are non-refundable: the page will say so in plain language. Bookings made on an OTAAn external booking site such as Booking.com, Agoda, Expedia, Tripadvisor, Hotels.com or Trip.com. follow that site's own rules, not ours. The note under Book direct on the homepage is the short version: terms vary by property and date, and whatever applies is shown before you pay.

If you booked on this site, use the link in your confirmation email, or write to the hotel named on the booking. The sales line +66 2 259 7420 can pass a change to the desk. Date changes depend on the new dates being free and on the rate you originally took. A non-refundable rate usually cannot be moved. If you booked on Booking.com, Agoda or similar, change it there: we cannot override their checkout.

We can see the reservation and we will still check you in. Changes, cancellations, name swaps and refunds have to go through the site you paid. Match the room type and the cancellation rules before you compare an OTAAn external booking site such as Booking.com, Agoda, Expedia, Tripadvisor, Hotels.com or Trip.com. price with ours. Terms of Service.

Yes, on every property, when you book direct. If you find the same room, same dates and the same cancellation terms cheaper on another public site, write to sales@arawanagroup.com with the link before you check in. We match it or we explain why it is not the same product (a non-refundable rate is not the same as a free-cancellation rate).

Not on this site. Direct rates have no booking fee. Some OTAsAn external booking site such as Booking.com, Agoda, Expedia, Tripadvisor, Hotels.com or Trip.com. add one on top of the room. Taxes and service charges, if they apply to your rate, are shown at checkout before you pay. We do not add a surprise fee at the desk for a prepaid direct booking.

Prepaid rates take a card on the Cloudbeds checkout. Some rates let you pay at the hotel in Thai baht, by card or in cash. The checkout tells you which one you are on. Company invoices need to be requested in the booking notes, not at 11pm on arrival.

Yes, when the rate you pick is a pay-at-property rate. Fully prepaid and non-refundable rates take the card when you book. If you want to pay on arrival, choose a flexible rate and skip prepayment at checkout, or call the desk and ask them to hold the room.

Yes. Put the company name and tax ID in the booking notes, or email sales@arawanagroup.com before you arrive. Same-day invoices at a full desk take longer. Foreign receipts follow Thai tax rules; ask if you need a specific format.

No. SMART is the direct rate. Other codes are for named campaigns and do not sit on top of it. If a partner has given you a different code, use that one instead of SMART and the checkout will say what it does.

Write to us with the link. We will check it is the same room, dates and cancellation terms. If it is, we honour the Best Rate Guarantee. If it is a non-refundable OTAAn external booking site such as Booking.com, Agoda, Expedia, Tripadvisor, Hotels.com or Trip.com. rate against a flexible direct rate, it is not the same booking.

Check-in is from 2:00 PM at all nine hotels. Check-out is 12:00 noon. Both times are on the property page under Good to know. If you land earlier, the desk will store bags so you can start the day. If you need the room past noon, ask that morning: it depends on the next guest.

Often, if the room is ready. It is never guaranteed the night before, because the previous guest has until noon. Write your arrival time in the booking notes. On a quiet weekday the desk will usually let you in as soon as housekeeping is done. On a sold-out Saturday, plan to leave the bags and go out.

Ask the desk the morning you leave. A couple of hours is often fine. A late check-out until evening depends on the next booking and may carry a fee, which the desk will tell you before you agree. Do not assume the room is yours until 6pm.

A passport if you are visiting from abroad. Thai guests bring a national ID card. The booking name should match the document. We may pre-authorise a card for incidentals even when the room is prepaid. The person checking in should be 18 or older.

Yes, if the booking is confirmed. Tell us the arrival time in the notes or on WhatsApp so night staff are not guessing. A prepaid room is held all night. A unpaid hold can be released late evening if we cannot reach you, so a message matters.

Hotel desks take late arrivals. The group sales line is +66 2 259 7420, Monday to Sunday, 10am to 7pm. After that, write to the hotel or use the phone number on your confirmation. Hoft and the Express hotels are used to people coming in after dinner. Do not turn up silent at 2am without a booking.

The person on the booking who checks in should be 18 or older. Children stay with an accompanying adult. Unaccompanied minors are not checked in on their own.

Yes. Thai hotels file the stay for you. That is why the desk takes a passport scan at check-in. You do not need to visit an immigration office for an ordinary tourist stay at one of our hotels.

Yes. Every hotel will store bags on the day you arrive and the day you leave. Ask at the desk. Do not leave passports or laptops in an unattended bag if you can help it; use the in-room safe once you have the room.

Yes, in most room types, if the room can take it. Ask when you book, not at the counter on a sold-out night. There is a charge, and it is set by the hotel, so the desk will quote it before they confirm. Some rooms are simply too small for a rollaway. Several hotels already have family rooms with a bunk, which is often the better answer for a child than adding a third bed to a double.

Up to the maximum occupancy printed on the room type. That number is a hard cap, not a suggestion: fire rules and the bed count sit behind it. An extra adult usually means an extra-bed charge if they are not using an existing bed. Tell us at booking so the rate includes them. Turning up with a fifth person for a room of three is how people get turned away.

Most hotels can put a crib in the room if you ask ahead and one is free. It is not a standard item in every Express room. Write 'crib' in the booking notes, or email the hotel. Do not count on walking in and finding one at 9pm.

Where the room type offers both, yes: put it in the booking notes. Twins go first on holiday weekends and when families are in town. A king is the default on many rates. We confirm the bed when we can; it is a request, not a second contract.

Some properties have adjoining rooms. They are few, and they sell to families first. Ask when you book and we will hold a pair if two suitable rooms are free. We will not promise a connecting door on a sold-out week.

It is on each room type: most doubles sleep two, family rooms sleep three or four, hostel dorms sleep by the bed. The number on the booking is the number of people who can stay. Infants sharing existing bedding still need to be mentioned, because some rooms cannot take a crib next to the bed.

Yes. Arawana Regency Park Sukhumvit has family rooms with a bunk. Arawana Regency North Pattaya and Arawana Regency South Pattaya have a king plus a children's bunk, so four people can take one room instead of two. Ask if you need two rooms next to each other instead.

Guest rooms are non-smoking. If you smoke in the room, the hotel will charge a cleaning fee. Use the designated area the desk points you to. E-cigarettes count as smoking inside the room.

Write it in the notes. We try. Views, high floors and rooms away from the lift are requests, not guarantees, especially on a full house. If a pool view or a king is the reason you booked, pick the room type that already says so rather than hoping the desk upgrades you.

Some Express rooms have a small kitchenette or a breakfast bar. Regency rooms are hotel rooms, not apartments. If you are staying weeks, see Arawana Living.

Layouts differ by building. If you need a step-free path, a walk-in shower, or a room near the lift, email the hotel with the dates before you pay. We will tell you honestly what that building can and cannot do. Do not assume a historic Chinatown shophouse and a Pattaya Regency are the same.

Yes. Complimentary Wi-Fi in the rooms and the public areas at all nine hotels. Ask the desk if the login is not in the room pack.

Only if your rate says so. Many flexible rates are room-only. You can add breakfast when you book, or at the desk the night before. Regency hotels and several Express hotels have their own restaurant. Do not count on a 6am walk-in breakfast if you have not asked.

Pattaya is the easy one: Arawana Express North Pattaya, Arawana Regency North Pattaya and Arawana Regency South Pattaya have on-site parking, free for guests. Bangkok is tighter. Sukhumvit sois and Chinatown were not built for a car. Arawana Hoft Hostel lists car parking; the others need a note on the booking so the desk can tell you where to put it. Street parking in Bangkok is not a plan.

Yes at Arawana Regency Park Sukhumvit (the rooftop one guests actually use between March and May), Arawana Express North Pattaya (courtyard), Arawana Regency North Pattaya and Arawana Regency South Pattaya (upstairs, off the street). Express Chinatown, Sukhumvit 22 and Hoft do not have a guest pool.

Not in the room, the corridor, or the lift. Ask the desk for the smoking area. A smoked-in room is charged as a deep clean, not a lecture.

Daytime visitors who come to the desk are fine. Overnight visitors count as extra guests and need to be on the booking, with a passport or ID, inside the room's occupancy. A party in the room is not what these hotels are for.

Most hotels will send laundry out for you. Ask at the desk for the same-day cut-off. Monthly stays sometimes have a different arrangement: the booking team will say. There is no guest laundromat in every Express.

Write to the hotel as soon as you notice, with the room number and dates. We hold found items for a limited time. Shipping is at your cost. Passports and medicine: call, do not only email.

These are hotels people sleep in. Quiet hours apply after late evening. A birthday in the room with the door closed is one thing. A gathering that reaches the corridor is how you get asked to stop, and in a bad case to leave, without a refund on a non-refundable rate.

Thailand is 220V, 50Hz. Most rooms take the common Thai two-pin plug. Bring a travel adaptor if your devices are not already on a USB charger. The desk usually has a spare adaptor; it is kinder to bring your own on a sold-out weekend.

Most private rooms have a safe. Dorm beds at Hoft do not. Use it for passports and cameras. The desk can also lock something away if you ask.

Yes. Family rooms with a bunk exist at the Regency hotels. Extra beds and cribs are on request. Hoft is a hostel, so a family with small children is usually happier in Express or Regency. Tell us ages when you book so we do not put a toddler in a room that cannot take a crib.

It depends on age, the room, and whether they need their own bed. A child sharing existing bedding with parents is often not charged as a full extra adult. A teenager on an extra bed is. There is no blanket 'kids stay free' across all nine hotels. Ask at booking with ages, and the desk will price it before you pay.

Where breakfast is charged extra, young children are often a smaller plate. The restaurant will tell you. Breakfast included on the rate covers the people named on the booking.

Not as a standard policy. These hotels are not pet stays. If you travel with an assistance animal, write to the hotel before you book so they can say yes or no for that building. Do not arrive with a dog and hope.

The Airport Rail Link plus BTS or MRT is usually calmer than a taxi if you are travelling light. For Sukhumvit hotels, ride the rail link to Phaya Thai or Makkasan and change: door to door, that is usually 45 to 70 minutes. Chinatown is on the MRT, about an hour door to door.

By road, allow 45 minutes to Sukhumvit with clear traffic, up to 90 minutes at rush hour, and closer to two hours to Chinatown when traffic is heavy. Grab and Bolt are usually cheaper than the men with laminated rate cards at the arrivals door, and the fare is fixed upfront: open the app before you leave the terminal.

More on each hotel page under Location.

Allow more time than from Suvarnabhumi. A taxi or Grab to Sukhumvit is typically 45 minutes to an hour with clear roads, but well over 90 minutes in rush-hour traffic: the straightforward option if you land tired or late.

Public links exist but involve more changes, for a similar or longer total journey, so most guests just take the road option.

If you are going to Pattaya from Don Mueang, say so in the booking notes so the desk is not expecting you from the other airport.

Most guests come by car, bus or a hired driver from Bangkok. The journey is roughly two hours on the motorway, longer at weekends or when holiday traffic is heavy leaving the city.

North Pattaya is the calmer end, near Terminal 21 Pattaya. South Pattaya is closer to Walking Street and Bali Hai.

We do not run a scheduled airport coach. A Grab or a private transfer is the usual door-to-door, generally the same roughly two-hour journey plus whatever traffic is doing at the Pattaya end.

Not as a fleet of hotel cars on a timetable. The desk can arrange a driver if you ask ahead, at a quoted price. For two people with normal luggage, Grab or Bolt from the airport is usually faster to organise. Open the app in the terminal, not at the kerb.

Yes, in Bangkok and Pattaya. The fare is set before you ride, which is the point. Airport taxi touts are not cheaper. Sign up before you land so you are not doing it in the arrivals hall. The practical notes on hotel and guide pages have the same advice.

Nine. Six in Bangkok, three in Pattaya, under three brands: Regency, Express and Hoft Hostel, plus Arawana Living for monthly stays. See all nine.

Regency is a 4-star hotel with a pool and a restaurant. Express is a compact city or beach base you leave early and come back to late. Arawana Living is our monthly-stay product, with kitchenettes for weeks and months. Hoft is the hostel on Silom: private rooms and dorms, the lowest rate in the group, still on the BTS. Pick the trip, then the brand, then the soi.

Arawana Regency Park Sukhumvit and Arawana Express Sukhumvit 22 are on Sukhumvit 22, a short walk from BTS Phrom Phong between Phrom Phong and Queen Sirikit. Chinatown is on the MRT, not the BTS. Hoft is on Silom.

Arawana Regency South Pattaya. North Pattaya is the quieter end, better if you want Terminal 21 and a calmer evening. Read the South Pattaya guide before you pick on a photo.

Yes. Arawana Hoft Hostel on Silom has dorms and private rooms. It is the cheapest stay in the group and still on the BTS. If you want a hotel breakfast and a pool, book a Regency instead.

Yes. Do not stack nightly rates for that: ask us for long-stay pricing. Arawana Living is the monthly product, from 6,000 baht depending on the hotel and the room. A week is usually still a hotel stay with a better weekly figure if you write to the desk.

Monthly, furnished stays in the same hotels, without a 12-month lease. You arrive with a suitcase. Electricity and what is included vary by building, which is why you talk to the booking team rather than hitting Book Now for a 90-night checkout. Details and the enquiry form are on Arawana Living.

Not for Arawana Living. It is a hotel stay billed by the month, not a condo rental. Immigration still cares about how long you are in Thailand: that is your visa, not our lease. We register the stay as we would for any other night.

Yes. A couple of rooms can go through the ordinary checkout. For a larger block, a wedding, or a crew, email sales@arawanagroup.com with dates, the hotel and how many rooms. We will quote instead of making you click nine times.

Regency hotels have meeting space and a restaurant. For an ongoing management partnership, see Hospitality Management. For a one-off group stay, write to sales@arawanagroup.com.

Sales and reservations: +66 2 259 7420, Monday to Sunday, 10am to 7pm. Email sales@arawanagroup.com. WhatsApp on the same number. Each hotel page also has the property address for a taxi or Grab. The desk that checks you in is the one on your confirmation, not a call centre in another country.

Thai and English at every hotel. Other languages depend on who is on shift. This website is in Thai, English, Chinese, Hindi and Japanese so you can read the stay before you call. The booking confirmation is the document to show a driver.