Part 1
General termsWebsite, reservations and stays
The short version
- By using our website or booking a stay, you agree to these terms.
- Be honest when you book, be kind when you stay, and look after the place like it’s a friend’s home.
- We follow Thai law, and your consumer rights at home still apply.
These Terms of Service (“Terms”) govern your access to and use of the website at friendshostelphuket.com and related booking or guest services operated by Friends Hostel & Retreat (“we”, “us”, “our”) in Phuket, Thailand. By using our website, submitting an inquiry, or completing a reservation, you agree to these Terms. If you do not agree, please do not use our Services.
Specific cancellation windows, rates, and house rules may also appear on your booking confirmation, at check-in, or on third-party platforms where you booked. Those terms form part of your contract with us where they apply.
1.Who we are
We operate Friends Hostel (shared accommodation) and Friends Retreat (private bungalows), near Phuket International Airport. A separate business, Super Chef restaurant, is located adjacent to our properties. Restaurant purchases are subject to the restaurant’s own terms and pricing.
2.Eligibility and use of the website
You must be at least 18 years old to make a reservation on behalf of yourself or your group. You agree to provide accurate information when booking or contacting us, and not to misuse the Site (including attempting unauthorized access, scraping, or transmitting malware).
3.Reservations and contracts
A reservation becomes binding when confirmed by us or our authorised booking channel (including direct bookings and online travel agencies). You are responsible for the accuracy of guest names, dates, and contact details. We may refuse service or cancel bookings that appear fraudulent, abusive, or in conflict with law or house rules.
Right to refuse service. To the fullest extent permitted by applicable law, we reserve the right, at our sole discretion, to decline any reservation, refuse check-in, or refuse or discontinue the provision of accommodation or any other service to any person, at any time, without being obliged to state or justify the reasons for our decision. This right will not be exercised on any ground of discrimination prohibited by applicable law. Where we exercise this right before the start of your stay, or during your stay for reasons not attributable to your breach of these Terms, the house rules or applicable law, we will refund the amounts you paid us for the accommodation or services not provided. Where we exercise this right because of your breach, the rules in Guest conduct and your rate rules apply. Our liability in connection with any such refusal is limited to that refund, to the extent permitted by applicable law.
4.Guest conduct
You agree to respect other guests, staff, neighbours, and property. Prohibited conduct includes violence, harassment, illegal activity, excessive noise after quiet hours (10 PM), smoking where not allowed, and damage to rooms or common areas. We may remove guests who breach these rules without refund where permitted by law and your rate rules.
5.Check-in, identification, and immigration
We may require valid government-issued photo ID and, where required by Thai law, passport details or copies for all guests. You authorise us to collect and retain this information for legal reporting purposes. Failure to provide required documentation may result in denied check-in.
6.Payments and charges
Rates are quoted in the currency shown at the time of booking unless stated otherwise. You authorise us and our payment partners to charge the payment method you provide for room charges, taxes, fees, and authorised extras (e.g. damages or missing keys). Third-party bookings are also subject to that channel’s payment and dispute rules.
Prices on our website include 7% Thai VAT. If your card is issued in another currency, your bank may apply its own exchange rate or foreign transaction fees, which are outside our control. If you think a charge is wrong, please contact us first. We’ll look into it straight away, and it’s usually the quickest way to sort it out.
7.Cancellations and changes
Cancellation and change policies depend on the rate and channel you booked. Where you book direct with us on a flexible rate, we typically offer free cancellation up to 24 hours before arrival unless your confirmation states otherwise. Non-refundable or promotional rates may not be changeable. Contact us or your booking channel for specific conditions.
Important: our flexible terms apply only to bookings made directly on our website. Bookings made through an online travel agency (OTA) follow the cancellation policy shown by that OTA at the time of booking. See Direct vs OTA bookings.
8.Limitation of liability
To the fullest extent permitted by applicable law, we are not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, or goodwill. Our aggregate liability arising out of your stay or use of the Site is limited to the amount you paid us for the stay giving rise to the claim, except where limitation is prohibited by law.
We are not responsible for delays or failures due to events outside our reasonable control (including natural disasters, utility outages, government action, or travel disruptions). You remain responsible for your belongings; use lockers and safes where provided.
9.Disclaimer
The Site and on-site amenities are provided “as is”. We do not warrant uninterrupted or error-free service. Descriptions, photos, and maps are for general information and may change over time.
10.Intellectual property
Content on the Site (text, graphics, logos, layout) is owned by us or our licensors. You may not copy, modify, or distribute it without permission, except for personal, non-commercial viewing or sharing links to our Site.
11.Third-party links
Our Site may link to OTAs, payment providers, maps, or social networks. Those services have their own terms. We are not responsible for third-party content or practices.
12.Privacy
Our collection and use of personal data is described in our Privacy Policy.
13.Changes to these Terms
We may update these Terms from time to time. The “Last updated” date will change accordingly. Continued use of the Site after changes constitutes acceptance, except where applicable law requires additional notice or consent.
14.Governing law and disputes
These Terms are governed by the laws of Thailand, without regard to conflict-of-law rules. Courts in Phuket, Thailand, shall have exclusive jurisdiction over disputes arising from these Terms or your stay, subject to mandatory consumer protections that may apply in your home country.
15.Age requirements and dorm allocation
Friends Hostel welcomes guests aged 12 and over. Guests under 18 must stay with a parent or legal guardian on the same booking. Friends Retreat welcomes guests of all ages, and children must be accompanied by an adult at all times. Female-only dorms are reserved for female guests, and we may ask for ID to confirm age or dorm eligibility at check-in.
16.Tours, activities and partner services
Tours, activities, transfers and rentals offered on our website or at reception are operated by independent, licensed partners. We act as a booking agent on their behalf, and each partner’s own terms, safety rules and schedules apply. Unless stated otherwise, tour and activity bookings are non-refundable. The operator may change or cancel a trip for weather or safety reasons, and will offer an alternative date or refund where their terms allow. You take part in activities at your own risk, so please follow the guide’s instructions and check that your travel insurance covers them.
17.Lost property
If you leave something behind, contact us as soon as possible and we’ll do our best to find it. We keep found items for a reasonable period and can arrange to send them to you at your cost. We are not responsible for items left behind, and food or perishable items are disposed of.
18.Feedback and complaints
We want you to love your stay. If something isn’t right, please tell reception straight away so we can fix it while you’re here. For anything after your stay, email support@friendshostelphuket.com with your reservation ID, and we’ll get back to you as quickly as we can.
19.General
- Language: these Terms may be shown in other languages for convenience. If there is any difference, the English version applies.
- Severability: if any part of these Terms is found invalid or unenforceable, the rest remains in full effect.
- No waiver: if we don’t enforce a rule straight away, we can still enforce it later.
- Whole agreement: these Terms, your booking confirmation and any rate rules shown at booking form the full agreement between you and us for your stay.
Part 2
House rules & security depositApply to every guest, however you booked
The short version
- Check in from 2 PM, check out by 12 PM (noon).
- A refundable security deposit is taken at check-in.
- No smoking, no drugs, no durian. Quiet after 10 PM.
Check-infrom 2 PM
Check-outby 12 PM (noon)
1.Late check-out
Late check-outs are charged an extra ฿150 per hour until 5 PM. After 5 PM, we will charge one (1) extra night. Ask at reception before your check-out time and we will confirm availability.
2.Security deposit
A security deposit is required upon check-in to cover any incidents during your stay. The deposit is fully refundable upon check-out, provided there is no damage, loss, excessive dirt or smoking in the room. You will receive a signed Security Deposit Receipt at check-in.
3.Strictly no smoking or drugs
Smoking is strictly prohibited in the rooms and anywhere on the premises. A fine of ฿3,000 will be charged for smoking.
Drugs are strictly prohibited. Fines apply, and we reserve the right to check out any guest found with drugs immediately.
4.No durian, mangosteen or jackfruit
Durian, mangosteen and jackfruit are not allowed on the premises because of their strong smell and stains. A fine of ฿3,000 will be charged.
5.Loss, damage and conduct
Guests will be charged a penalty for any loss or damage to the property, its furniture or equipment. We reserve the right to check out a guest immediately for any misconduct or undesirable behaviour or activity, as described in Guest conduct.
6.Payments at the property
All payments shown on a sales invoice issued at the property are strictly non-refundable under any circumstances. Cancellation of your reservation itself follows our cancellation policy.
7.House guidelines
- Shoes: leave your shoes at reception and use the slippers provided before heading upstairs.
- Cleanliness: help us keep shared spaces tidy for everyone’s comfort. Clean and tidy the shared kitchen after use and label your food in the fridge.
- Outside visitors: unregistered visitors are not allowed in the guest rooms area.
- No food in rooms: please eat in the designated eating areas on the rooftop.
8.Quiet hours & dorm etiquette
Shared dorms only work when everyone is considerate. Please follow these guidelines to ensure a pleasant stay for everyone:
- Respect lights out: keep noise low and make calls outside after 10 PM.
- Return quietly: be considerate when returning late.
- Pack early: prepare your bags the night before to avoid disturbing others.
- Skip snooze: don’t let alarms ring persistently.
- Stay tidy: keep your space organised and leave garbage in the bin.
- Shower daily: maintain personal hygiene for everyone’s comfort.
- Dress privately: change in the bathroom or private areas.
- Mind your snoring: if you snore loudly, please book a private room.
Repeated or serious breaches may lead to check-out under rule 5.
9.Luggage storage
Luggage storage is free from 10 AM to 7 PM for in-house guests. Overnight storage costs ฿100 per small bag and ฿150 per large bag. We cannot store oversized luggage. Please do not leave valuables in stored luggage.
Late check-out until 5 PM฿150 / hour
Late check-out after 5 PM1 extra night
Smoking in rooms or on premises฿3,000
Durian, mangosteen or jackfruit฿3,000
Overnight luggage storage฿100 small · ฿150 large
Loss or damageCost of loss / damage
Part 4
Cancellation policyLast updated: October 2026
The short version
- Booked direct on a flexible rate? Cancel free until 24 hours before check-in.
- Booked through an OTA? The OTA’s policy at the time of booking applies.
- Non refundable means no changes and no cancellation, on any channel.
★Direct bookings vs OTA bookings
Which cancellation rules apply depends on where you booked. The flexibility described in this policy applies only to bookings made directly on our website.
Booked direct
On friendshostelphuket.com
- Flexible rates: free cancellation until 24 hours before check in (Asia/Bangkok time).
- Date or guest changes on request, subject to availability.
- Cancel or modify by emailing us directly.
- Non refundable rates: no changes, no cancellation, no refund.
Booked via an OTA
Booking.com, Agoda, Hostelworld, Expedia and other online travel agencies
- The cancellation policy shown by the OTA at the time of booking applies.
- Our direct-booking flexibility does not apply.
- Non refundable OTA bookings: no changes and no cancellation are allowed, and no refund is given.
- Changes, cancellations and refunds must be requested through the OTA you booked with.
Want flexibility? Book direct on our website on a flexible rate. A booking made through an OTA cannot be converted to our direct-booking terms after it is confirmed.
A.Flexible rates · direct bookings only
Flexible (refundable) rates booked directly on our website may be cancelled free of charge until 24 hours before check in (property local time, Asia/Bangkok). After that, the first night or full stay may be charged according to the rate rules shown at booking.
B.Non refundable rates
Non refundable rates offer a lower price in exchange for no cancellation or modification after booking is confirmed. If you cancel or do not arrive, the full prepayment or reservation amount may be forfeited.
This applies to non refundable bookings made on our website and to non refundable bookings made through any OTA: no changes and no cancellation are allowed, in line with the cancellation policy in place at the time of booking.
C.No shows & early departure
If you do not check in on your arrival date without prior notice, we may cancel the remainder of your stay and charge according to your rate plan. Early checkout does not automatically entitle you to a refund unless stated in your rate terms.
D.Changes to your booking
For direct bookings, date or guest changes depend on availability and may affect the price. Contact us as soon as possible. We will do our best to help.
For OTA bookings, changes must be made through the OTA and are subject to the policy you accepted when you booked.
E.How to cancel or modify
Booked direct: email support@friendshostelphuket.com with your reservation ID and guest name. Card payments are refunded per Stripe and your bank’s processing times.
Booked via an OTA: cancel or modify through the OTA’s website or app. Any refund is handled by the OTA under the policy shown at the time of booking.
Full booking terms: Booking terms & conditions.
F.Travel insurance
We recommend that all travellers take out travel insurance before their trip. A good policy can cover unexpected cancellations, flight delays or changes, illness, accidents, and lost or stolen belongings, especially for non refundable bookings and bookings that can no longer be cancelled free of charge.
Tip: buy travel insurance when you book, so you are covered if your plans change before you travel.
Part 5
Privacy PolicyLast updated: October 2026
The short version
- We only collect what we need to look after your booking and your stay.
- We never sell your personal data.
- You can ask to see, correct or delete your data at any time.
This policy explains how Friends Hospitality Phuket (Friends Hostel Phuket, Friends Retreat and Super Chef) collects, uses and protects your personal data when you visit friendshostelphuket.com, book a stay through our booking pages, or stay with us. We process personal data in line with Thailand's Personal Data Protection Act B.E. 2562 (PDPA) and, where it applies to you, the EU/UK General Data Protection Regulation (GDPR).
1.Who we are
The data controller is Friends Hospitality, 106/16 Moo 1, Thalang District, Phuket 83110, Thailand, operating Friends Hostel Phuket, Friends Retreat and Super Chef. You can contact us about privacy at support@friendshostelphuket.com.
2.The data we collect
- Booking data: name, email, phone number, country/nationality, gender (for dorm allocation), stay dates, room choice, estimated arrival time and any requests you send us.
- Payment data: card payments are processed by secure, certified payment providers. We never see or store your full card number.
- Check-in data: like all accommodation in Thailand, we are required by law to record your passport or ID details at check-in and register your stay with the authorities.
- Communication data: messages you send us by email, contact form, WhatsApp or other chat.
- Website and device data: pages viewed, approximate location, device and browser type, and how you arrived at our site, collected through cookies and similar technologies (see section 5).
3.How and why we use your data
We use your data to:
- take and manage your booking and payment (performance of a contract);
- register your stay and meet immigration, tax and accounting obligations (legal obligation);
- answer your questions and provide guest support (contract / legitimate interest);
- keep our guests, staff and property safe, including CCTV in common areas (legitimate interest);
- measure and improve our website and advertising (consent, where required); and
- send you offers only if you have agreed to receive them (consent).
You can withdraw consent at any time.
4.Who we share it with
Your information stays with us and is only shared when it’s needed to look after your booking and your stay, with:
- trusted service providers who help us run our business, such as our reservation, payment, website and communication systems. They may only use your data to provide their service to us, and must keep it secure and confidential;
- the booking site you used, if you booked through one, to manage that reservation; and
- Thai authorities, only where the law requires it, such as guest registration with immigration.
We never sell or rent your personal data, and we don’t share it with anyone for their own marketing.
5.Cookies and analytics
We use essential cookies to make the website and booking pages work. With your consent, we also use analytics and advertising cookies to understand how visitors use our site and to improve it. Where the law requires it, we ask for your consent before these cookies are set. You can change your choice at any time using the cookie settings link at the bottom of our website, or by clearing cookies in your browser.
6.How long we keep it
We keep booking and stay records for as long as needed to provide our services and to meet legal, tax and accounting requirements. Immigration records are kept as required by Thai law. Analytics data is kept for up to 14 months. Marketing consent records are kept until you withdraw consent.
7.International transfers
Some of our service providers may store or process data outside Thailand. When that happens, we only work with reputable providers that protect your data with appropriate safeguards, in line with the PDPA.
8.Your rights
Under the PDPA (and GDPR where it applies) you can ask to access, correct, delete or receive a copy of your data, object to or restrict how we use it, and withdraw consent at any time. To use these rights, email support@friendshostelphuket.com. We will reply within 30 days. You may also complain to Thailand's Personal Data Protection Committee (PDPC) or, if you are in the EU/UK, to your local data protection authority.
9.Security
We use secure (HTTPS) connections, access controls and reputable providers to protect your data. No system is completely secure, so please contact us straight away if you believe your data has been put at risk.
10.Changes to this policy
We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.
