HOTEL TERMS & CONDITIONS
These Terms & Conditions apply to all reservations and stays at North Santorini and should be read before reserving a suite or villa.
Terms of Use
Standard check-in time is 15:00 (EET) and check-out time is 11:00. Early check-in and late check-out are available subject to availability and may be chargeable.
Individual Cancellation, No-Show, and Amendment Policies are based on the terms applicable to each reservation. Where a specific reservation policy is not stated in the Reservation Confirmation, the Hotel's standard policies, as set out below, apply.
Adult-Friendly Policy & Villa Exception for Children
North Santorini is an adult-friendly property, with its main suites, infinity pool, and main breakfast area designed primarily for adult guests (18 years and older).
Children under 8 years of age are not accepted at the property under any circumstances.
Children aged 8 to 17 are welcome exclusively within the Hotel's private villas, when accompanied by a parent or guardian. Guests in this age group staying in a villa:
- do not have access to the main infinity pool; and
- are served breakfast in a designated area separate from the main breakfast area.
Guests aged 17 are charged at the extra-adult rate; additional charges may apply for guests aged 8–16. This exception applies to villa bookings only — all suites and shared hotel areas outside the villas are designed for and primarily reserved for adult guests (18 years and older).
Where a private pool is available within the guest's villa, children may use that private pool only under the direct supervision of, and at the full liability and responsibility of, their accompanying parent(s) or adult guardian(s). The Hotel accepts no responsibility for any accident, injury, or incident arising from a minor's use of a private pool.
Payment Terms Policy
It is mandatory for guests to present valid photo identification at the time of check-in. Accepted documents are an ID Card, Driver's Licence, or International Passport. The Hotel reserves the right to refuse check-in in the absence of a valid identification document.
A pre-authorisation will be taken on the credit card under which the booking is made, covering the total value of the stay, upon arrival.
A security deposit is required at check-in to cover incidental room service charges and to guarantee compliance with Hotel policies. The applicable amount is determined by the Hotel and communicated to the guest at the time of check-in.
Early check-in and late check-out are chargeable in accordance with Hotel policy.
Payment can be made by credit card, secure payment gateway link, or bank transfer (SEPA), prior to the applicable due date.
Applicable Taxes: all applicable taxes, including the Greek Climate Resilience Levy (charged per room, per night, in accordance with current government regulation), are payable directly at the Hotel and are not included in quoted room rates unless explicitly stated.
An extension of stay is offered subject to availability, at the rate applicable at the time the extension request is made. If the original booking offer has since expired, the Hotel is not obliged to honour the original rate and may apply the current rate.
Certain privileged booking rates or special offers are not eligible for cancellation, refund, or amendment. Guests are advised to review the room description and any such conditions carefully before booking. The Hotel is not liable to cancel, refund, or alter bookings made under such rates or offers.
Upon cancellation, any applicable refund of the booking amount — after deduction of cancellation charges and taxes — will be credited to the Customer using the same payment method used for the original booking. The refund process may take 10–15 business days.
In the event of a no-show, the total price of the reservation will be charged to the credit card provided at the time of booking, or as per any revised conditions applicable to the offer.
Standard Terms and Conditions
No gatherings or parties of any nature are permitted in guest rooms. The Hotel reserves the right to evict any additional, unauthorised occupants.
This reservation is not transferable.
The Hotel reserves the right to ask guests to leave due to conduct, behaviour, or for safety, security, or medical reasons — particularly where guests disregard staff instructions, act in a discriminating manner, or harass or endanger other guests.
Guests may not compromise the health, safety, or security of the Hotel, its staff, or other guests at any time.
Guests are required to produce original, valid proof of identity upon arrival at the Hotel.
Special terms of any offer apply to the respective booking; in case of conflict, the terms of that special offer prevail over these general Terms and Conditions.
Guests may not bring food or beverages from outside the Hotel, nor order food from outside providers, onto the premises. The Hotel accepts no liability for the shelf life of food taken away from the Hotel following an event, or removed from the premises for private consumption.
The Hotel does not heat, reheat, prepare, cook, store, or otherwise handle any food brought onto the premises by guests or received from an outside delivery provider. Hotel kitchen facilities, equipment, and staff are not available for this purpose under any circumstances, and no liability is accepted in respect of any such food.
For hygiene and food-safety reasons, any food or opened beverage found in a suite or villa is disposed of by Housekeeping upon check-out, or upon a guest's relocation to another suite or villa, unless the guest has made a prior request to the Reception desk for such items to be retained. The Hotel accepts no liability for food or beverages disposed of in the absence of such a request.
Cooking and food preparation by guests are not permitted in the Hotel's suites. Cooking facilities are provided exclusively within the Hotel's villas, where they may be used by guests in accordance with the safety instructions provided. The use of portable cooking appliances, hot plates, open flames, or any similar equipment brought onto the premises by guests is prohibited throughout the property, including within the villas.
In the event of any conflict between these Terms and the actual bill issued following the provision of services, the terms of the bill prevail.
Guests are asked to maintain cleanliness and hygiene and to follow all safety, security, and hygiene guidance provided by the Hotel. Guests are solely responsible for any identified breach of this guidance.
Hotel assets and valuables must be treated with care and must not be damaged or destroyed. Where damage or destruction is proven to have been caused by a guest, the Hotel reserves the right to levy appropriate charges.
Guests with allergies, sensitivities, or intolerances — including but not limited to fabrics, materials, cleaning products, or food — are encouraged to advise the Hotel in advance of arrival so that appropriate arrangements can be made.
An in-room electronic safe is provided in every suite and villa. Guests are required to store all money, jewellery, watches, electronic devices, travel documents, and other valuables in the in-room safe whenever such items are not in their personal possession, and to keep the suite or villa securely locked when unoccupied. The Hotel does not provide safekeeping of guest valuables at Reception or at any other location on the premises.
Valuables left unsecured in a suite or villa — that is, not placed in the in-room safe — are left there at the guest's own risk. The Hotel accepts no liability for the loss of, or damage to, unsecured valuables, save to the extent that liability cannot be excluded under Greek law.
Housekeeping and maintenance staff do not open, access, or handle the contents of in-room safes at any time. Where a guest requires a safe to be opened or reset, this is performed only upon request, in the presence of the guest, and by an authorised member of Hotel management.
Any claim in respect of loss of, or damage to, guest property must be reported to Reception immediately upon discovery and, in all cases, before the guest departs the Hotel, so that the matter can be investigated while the relevant staff, access records, and premises remain available. Claims raised after departure cannot be reliably verified and the Hotel reserves the right to decline them. The Hotel's liability in respect of money and valuables is in any event limited to the extent provided by Greek law.
Guests are asked to declare items of exceptional value at check-in so that appropriate arrangements can be made. The Hotel strongly recommends that guests maintain their own travel or personal property insurance in respect of such items.
Management and staff work diligently to maintain a safe and secure environment, and guests are kindly requested to uphold the same standard. The Hotel is not responsible for personal possessions lost, stolen, or misplaced on the premises as a result of guests' own acts or omissions.
Lost property found on the premises is logged and held securely for three (3) months, after which items are disposed of or donated to charity. The Hotel accepts no responsibility for contacting individuals regarding lost property. This lost property policy applies to personal belongings and effects only, and does not extend to food or beverages, which are governed by the disposal provisions set out above. Where a guest has flagged a perishable personal item to the Reception desk, that item is held only until close of business on the day of check-out.
Claimed items can be collected with valid identification, or the Hotel can arrange postage at the guest's expense.
The Hotel is not responsible for damage to, or disappearance of, vehicles kept in the parking area, which is unsupervised; this is clearly indicated in the parking area itself.
Valet parking is at the guest's own risk, and guests must follow Security Team guidance at check-in. The Hotel is not liable for the loss of valuables from vehicles parked using this service.
Guests are responsible for their own use of all Hotel pools and hot tubs, whether private or shared, as further detailed in the Swimming Pools & Hot Tubs Usage Policy section below.
Reservations at Natura Cave Spa and Akau Nikkei Restaurant are governed by the dedicated Restaurant & Spa Reservations section below.
The Hotel reserves the right to amend these Terms and Conditions at any time without prior notice. Revised terms will be posted to this website immediately upon any change; guests are encouraged to review the latest version before their stay.
The Hotel accepts no liability for loss, delay, injury, damage, additional expense, or inconvenience arising directly or indirectly from events beyond its reasonable control, including but not limited to flight delays or cancellations, civil disturbance, vehicle defects, strikes, theft, acts of terrorism, natural disaster, war, fire, floods, acts of God, epidemic or pandemic, government-imposed travel restrictions, acts of Government or other authorities, changes to government regulations, equipment failure, maintenance requirements, or industrial action.
Airport transport is provided as an ancillary service; the Hotel is not accountable for events occurring during such transit.
Restaurant & Spa Reservations
Reservations for Akau Nikkei Restaurant and Natura Cave Spa are accepted exclusively through the Hotel's dedicated booking platform at www.experience-northsantorini.com.
The dress code at Akau Nikkei Restaurant is smart casual.
Requests for a specific table or seating area — including tables adjacent to the main infinity pool — are subject to availability and cannot be guaranteed. The Hotel will make reasonable efforts to accommodate preferences where possible.
Reservations at Akau Nikkei Restaurant and Natura Cave Spa are subject to their own specific booking, cancellation, and no-show policies, details of which are provided at the time of booking. Where applicable, those specific policies take precedence over the general Hotel policies described herein.
Swimming Pools & Hot Tubs Usage Policy
This policy applies to all water facilities at North Santorini, including the main infinity pool, all communal pools and hot tubs, and any private pool or hot tub located within a suite or villa. It applies for the entire duration of the stay.
General Safety
- All pools and hot tubs are used entirely at the guest's own risk.
- Diving and jumping into the water are prohibited, particularly in shallow water. Guests must observe all depth markings.
- Guests are asked to shower before entering the water and to observe general hygiene requirements at all times.
- Floors and surfaces around pools and hot tubs may be wet and slippery. Guests must walk carefully and refrain from running.
- Glassware, food, and smoking are not permitted in or around the water. No soap, bubble bath, or other chemical product may be added to pool or hot tub water.
- The Hotel accepts no responsibility for accidents arising from pool or hot tub use, including slipping on steps or surrounding surfaces.
Heated Hot Tubs
- Hot tub water may exceed 30°C (86°F). A maximum of 15 minutes per session is recommended.
- Use is not recommended for pregnant women or persons with cardiac conditions, hypertension, or chronic health issues; such guests should consult a physician before use.
- Guests should avoid use after consuming alcohol or a heavy meal, and should remain well hydrated.
- Guests should exit the water immediately if they feel dizzy, nauseous, or unwell, and contact Reception.
- Where hair has been recently coloured, heated water combined with disinfecting chemicals may alter its colour or texture. A shower cap and immediate rinsing afterwards are strongly recommended; the Hotel accepts no liability for any discolouration.
Minors & Private Villa Pools
- Minors do not have access to the main infinity pool or communal hot tubs.
- Minors may use the private pool within their villa only under the continuous direct supervision of, and at the full and exclusive liability of, their accompanying parent(s) or legal guardian(s), and must never be left unsupervised or outside the supervising adult's direct line of sight.
- Any minor unable to swim unaided must remain within arm's reach of, and under continuous direct physical supervision by, a supervising adult at all times while in or near the water.
- Parents and guardians are required to leave the pool area secure (pool cover or gate, where provided) whenever it is not in use.
Mandatory Declarations
Guests are required to read, accept, and sign the Hotel's Declaration & Release of Liability for the use of heated hot tubs and swimming pools. In addition, guests staying in a villa with a private pool must sign the Villa Private Pool Liability Declaration, which must also be signed by the parent or legal guardian of any accompanying minor. Signature of these declarations is a mandatory prerequisite for use of the relevant facilities and remains valid for the entire duration of the stay.
Guests are expected to respect the tranquillity of other guests at all water facilities, avoiding loud noise and keeping music at a low volume. In case of emergency, Reception must be contacted immediately.
General Provisions
By proceeding with a reservation, you acknowledge that, once accepted by the Hotel, your stay is subject to these Standard Terms and Conditions.
The General Terms and Conditions provided in the Hotel's Guest Directory form the binding agreement between you and North Santorini, a Luxury Spa Hotel, in relation to all commercial arrangements including reservation, stay, payment, and use of facilities.
The Hotel may, at its discretion, cancel a reservation if it believes the information provided is false or incomplete.
With your consent, and in accordance with our Privacy Policy, the Hotel may reference publicly available information to better anticipate guest preferences and provide a tailored hospitality experience. You may access, correct, object to, or request erasure of your personal data at any time by contacting [email protected]. Full details of how personal data is collected, used, and protected are set out in our Privacy Policy, available on request.
The Hotel may amend these Terms and Conditions at any time without prior notice.
You agree to indemnify and hold the Hotel harmless against any liability, loss, damage, cost, or expense arising out of, or in connection with, the acceptance of the reservation and your stay.
The Hotel is not liable for losses, damages, costs, or expenses incurred as a result of any cancellation of the reservation by the Hotel.
The Hotel accepts no liability for failure to comply with these conditions where such failure results from circumstances beyond its reasonable control.
A waiver by the Hotel of any right under these conditions on one occasion does not constitute a waiver of that right on any other occasion.
These Terms and Conditions are governed by the laws of Greece. Any disputes arising from, or in connection with, these terms shall fall under the exclusive jurisdiction of the courts of Thira (Santorini), Greece.
Contact
For any assistance, please contact [email protected] or call +30 22860 34246.
