Terms & Conditions
Meet & Greet
The Meet & Assist service by AnantahEscapes starts when our airport representative greets the traveller and ends once all checkpoints have been completed, according to the service level selected.
- It is the traveller’s responsibility to locate and wait for the assigned representative at the specified meeting point.
- If the representative is unable to reach the traveller via phone, they will attempt to send electronic communication via SMS or email. If the traveller does not respond or is not present, it may be considered a “no show,” and no refund will be provided.
- In case of flight schedule changes, travellers must inform AnantahEscapes in advance to reschedule the service. Otherwise, the booking will be marked as a no-show. For delayed flights, departure services will be adjusted accordingly, while arrival services will be provided at the new time of arrival.
- Bookings must be made at least 24-48 hours in advance. Bookings made within 24 hours of the service will incur a surcharge.
- If carrying more than 2 bags, travellers must notify us beforehand. Any additional baggage charges are to be borne by the customer.
Lounge Access
- Lounge access is available on a first-come, first-served basis. Due to COVID-19 protocols, some lounges may offer only takeaway options with limited or no seating.
- Participating lounges may enforce a maximum stay policy, typically between 2-3 hours. Extended stays may incur additional charges, as determined by the lounge operator.
- The traveller’s name on the access card must match the name on the boarding pass/ticket to verify the entitled cardholder.
- The provision of free alcoholic drinks (where permitted by local law) is at the discretion of the lounge operator and may be limited. In India, alcohol in domestic lounges is available on a paid basis. In international lounges, certain brands are offered free, while others are chargeable. Customers will be responsible for any additional alcohol charges.
- Lounge staff will verify eligibility for access and record usage via the designated system.
- Each lounge has its own specific food offerings and child policies. Customers should inquire about these details before entering the lounge.
- Lounge staff reserve the right to terminate a visit or refuse entry if a customer is intoxicated, disorderly, or in violation of lounge rules, including statutory, regulatory, health, and safety policies such as fire safety regulations.
Airport Transfer
- All bookings must be made at least 48 hours prior to the scheduled travel time.
- Luxury cars are available upon request and are subject to availability.
- The driver will wait for the customer at the designated meeting point on the day of travel. If there is a delay and the customer fails to notify the driver, the booking will be considered a no-show, and the full booking amount will be forfeited.
- AnantahEscapes shall not be held responsible for any delays or losses caused by traffic jams or other unforeseen factors beyond the driver’s control.
- Customers will be informed of luggage restrictions for each vehicle category at the time of booking. It is the customer’s responsibility to manage luggage or choose the appropriate car segment.
- Standard luggage allowances:
- Cabin Baggage: 7 kg
- Check-in Baggage: 20 kg for Economy class, 30 kg for Business and First class, unless otherwise specified by the airline. Please check the ticket for the baggage allowance.
- If luggage exceeds the standard size or weight, additional charges will apply.
Spa Services
- The AnantahEscapes Wellness Program entitles members to a 30-minute session for one of the following services:
- Head/Neck/Shoulder massage
- Upper back massage
- Foot reflexology
- Spa services are predefined and subject to availability.
- Once a service has been availed, it cannot be cancelled or reversed.
- Access will only be granted to eligible guests with a valid AnantahEscapes membership ID or voucher. Additional services not covered by the offer must be paid for directly at the spa.
- Spa operating hours may vary and are subject to change at the discretion of the authorities. Access is provided on a first-come, first-served basis.
- Guests are responsible for disclosing any medical or health conditions that may affect their use of the spa facilities.
- Inappropriate behaviour, advances, or comments will result in immediate termination of service.
- While we strive to ensure your comfort, we cannot guarantee a specific therapist or gender for the service. All therapists are professionally trained in treatment and draping protocols.