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Frequently Asked Questions & Answers

  • How do I view my reservation?

    Upon booking, you should have received an email with your reservation details. The email would come from: reservations@refinedretreats.com. This email may have gone to your junk or spam folder. Please contact us if you did not receive this and we will happily resend.

  • Will your rooms allow rollaways and/or Pack-n-Plays? Is there a charge?

    Yes – most of our rooms are able to accommodate Pack-n-Plays. We are happy to provide these (based upon availability) at a charge of $25/day. Due to fire codes, we can only allow rollaways in rooms with King beds and 1-2 bedroom condo configurations.

  • I booked on a website other than your website and I need to make a change to my reservation. How do I do this?

    Unfortunately, we are only able to alter reservations that were booked directly. We do offer a low rate guarantee and encourage all guests to book direct for the best deals! However, if you have booked on another website, please contact them directly to see if you are able to change your booking.

  • I found a better rate on another site, do you offer price matching?

    YES! Please contact us to make your booking. Please have the competitor website handy so we may reference it and offer you the best deal!

  • What is your cancellation/deposit policy?

    All deposits and/or subsequent payments made by the guest are NON-REFUNDABLE. In the event of cancellation, any and all deposits or payments made by the guest are NON-REFUNDABLE; Guest may independently purchase a travel protection insurance plan to cover the cost of any canceled or interrupted travel plans, including deposits. Deposit is 50% of total reservation. Final payment is due the sooner of sixty (60) days prior to your arrival date. Bookings made within 60 days of arrival will be charged in full. In the event that a reservation is cancelled more than 60 days prior to arrival, the full rental deposit may be used toward alternate dates of stay within one year (365 calendar days from originally scheduled arrival.) Cancellations made 60 days or less prior to the scheduled arrival shall not receive a credit or refund.

  • Is my ID/passport required at check in?

    We do require presentation of a valid government-issued identification at the time of check-in.

  • I have questions about my bill. Who do I call?

    Feel free to contact us at 615.216.5600. We’ll be happy to help.

  • What forms of payment are accepted to pay for my reservation?

    We accept all major credit cards. A 5% processing fee will be added to your bill when a credit card is used for payment. If prefer to use Zelle or a wire transfer, there is no processing fee. To change your payment type or make a payment through Zelle or Wire Transfer, please contact our office at 615.216.5600.


  • Where can I get a rental car?

    Please click here for rental car agencies. We are also happy to assist you in booking your rental car. Please contact the concierge for assistance at: guestservices@refinedretreats.com

  • If I would like to arrange a taxi, can you help me?

    Yes, we are happy to arrange a taxi for you. If you would like to contact a taxi directly, we have listed a few of them for you here

  • How do I get to the villa?

    We recommend scheduling a taxi on arrival to eliminate stress after a day of travel and ensure you make it quickly to your villa. Please contact the concierge to arrange this. Most guests have their rental cars delivered directly to their villas after arrival.

  • Do you offer free shuttle service from the airport or sea port?

    We do not offer a shuttle service from the airport or sea port.

  • Do you have onsite parking?

    Yes, every villa has parking for at least one vehicle and usually additional space if needed. Please let the concierge know if you are planning to have more than 1 rental car during your stay so we may ensure there is adequate parking.

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