Help
Help centre
Find answers on booking, cancellations, check-in and pass types.
Booking and payment
- Do I need an account to book a day pass?
- No — you check out as a guest. As soon as payment goes through you land on your booking page with your reference and everything to show at the front desk. Use that reference with the email you booked with to find and manage the booking later.
- Is the price I see the price I pay?
- Yes. The price shown at checkout is all-in. Food, drinks and any extras you order once you're there are charged separately by the hotel, unless the pass itself says it includes a credit.
- What happens after I pay?
- You land on your booking page with a reference in the form HD-7KQ2M9XA and everything you need to show at the hotel. No confirmation email is sent in this phase — save the reference, or look the booking up again later from /bookings with the email you booked with.
- Can I change the date on a booking?
- Not directly. Cancel it from your booking page while you're inside the cancellation window, then book the new date separately.
Cancellations and changes
- Can I cancel my booking?
- Yes, up until the cancellation cutoff shown on that pass before you paid. Most passes can be cancelled free of charge until 20:00 the day before; some, mostly cabanas, close earlier, at 10:00 the day before. After the cutoff, bookings are non-refundable.
- Why do some passes have an earlier cutoff?
- Cabanas and a few other premium passes are held for a set number of guests with limited daily availability, so hotels ask for more notice. The exact cutoff for your pass is always shown before you pay, and again on your confirmation.
- How do I cancel a booking?
- Find your booking with your reference and email, then cancel it from there if you're inside the cancellation window.
- Will I get a refund?
- Bookings cancelled inside the window are refunded in full. Once the cutoff has passed the booking is non-refundable, including if you don't show up.
Manage or cancel a booking any time at your booking page.
At the hotel
- What do I need to bring?
- Your booking reference from your booking page (a screenshot or photo is fine) and a photo ID for the person the booking is under.
- Where do I check in?
- At the hotel's front desk, from the pass's start time on your chosen date. Show your reference and ID there and the team will take it from there.
- What's included in my pass?
- Exactly what's listed on the pass before you book. Loungers and towels are typical, and some passes add a food and drink credit. Check the 'what's included' list on the pass itself, since it varies by hotel.
- Can I bring children?
- Check the pass page: every pass says 'Children welcome' or 'Adults only' (some adults-only passes allow ages 16 and up), along with any child pricing.
Pass types and pricing
- What kinds of day pass are there?
- Pool, spa, beach, cabana, fitness and family passes, depending on the hotel. Each pass page lists exactly what's included and for how long.
- How is a pass priced — per person or for the group?
- Most passes (pool, spa, beach, fitness) are priced per person, so the total is the price shown multiplied by your guests. Cabanas and family passes are priced for the whole party instead — one price however many guests the pass covers.
- Do children pay the same as adults?
- On per-person passes that take children, a child price applies where one is shown; otherwise children pay the adult price. Cabanas and family passes are one price for the whole party, children included. Check the pass page for 'Children welcome' or 'Adults only' before you book.
- Do prices change at weekends?
- Some do. Where a pass has a weekend rate, it's applied automatically when you pick a Saturday or Sunday date, before you pay.
Tell me when it opens
Still stuck?
Tell us what you need and we'll take it from there.
Contact us