Resort Rules & Policies
CHECK-IN TIME: 4:00 PM
EARLY CHECK-IN: Sun Castle Resort does not guarantee an earlier check-in time than 4:00 PM. In the event your unit becomes available prior to the resort’s set check-in time, Sun Castle Resort’s Guest Services team will contact you as a courtesy via the phone number supplied at time of booking.
CHECK-OUT TIME & LATE CHECK-OUT: Guests are required to check-out of their unit by 10:00 AM on their scheduled departure date. Late check-outs are not guaranteed by Sun Castle Resort. All late check-out requests must be made at least 48hrs before a guest’s departure date—late check-out requests made after this time will not be granted. Late check-out requests are approved or denied at management’s discretion. Unauthorized late check-outs will result in a $250.00 penalty fee, applied to the credit card on file for each hour the unit remains occupied. Unauthorized late check-outs may also result in the guests being escorted off property.
EARLY DEPARTURE: Guests who depart before their scheduled departure date will not be refunded the remaining night(s).
DEPOSITS & PAYMENTS: All reservations require a first night down, plus tax, deposit at time of booking. Guests staying a week or longer must pay a $500.00 per week deposit. Sun Castle Resort accepts Visa, Master Card, American Express, and Discover Card. All guests must pay their remaining balance upon check-in. Cash (USD) payments are accepted for final payment, provided a valid credit card is on file for the reservation. Checks and foreign currency are not accepted.
CANCELLATION & NO SHOW POLICY: As Sun Castle Resort typically provides weekly rentals, there is a firm cancellation policy of 60 days. If a guest cancels 60 days prior to their scheduled arrival date, the guest will be refunded their deposit, less a $100.00 cancellation fee. Cancelling within 60 days of a guest’s scheduled arrival date will result in the guest forfeiting their deposit in full. Sun Castle Resort is not responsible for weather conditions, personal emergencies, etc. and recommends the use of travel insurance for those concerned about the resort’s cancellation policy. Guests who do not show up for their reservation will forfeit their deposit in full and the remaining balance for the reservation will be cancelled.
SPECIAL REQUESTS: Sun Castle Resort makes every effort to accommodate guest needs, such as specific unit number requests, adjoining units, roll-away beds, etc. upon guest arrival. All guest requests are noted on their reservation once they are made and passed along to the appropriate department for completion. However, please be advised that while Sun Castle Resort staff will do everything they can to fulfill these requests, request availability cannot be guaranteed in advance.
ACCESSIBLE/HANDICAPPED ROOMS: Please contact Sun Castle Resort directly at (518) 668-2085 for these arrangements.
PETS & SERVICE ANIMALS: Sun Castle Resort is not a pet-friendly property. A $50.00 penalty fee will be applied to reservations where it is found the guest brought a pet onto the premises for each night of the guest’s scheduled stay. The only animals allowed on the grounds of Sun Castle Resort guests are ADA-approved service animals, trained to assist guests with a disability. Please notify the front desk if you will be traveling with a service animal and provide a copy of the service animal’s up-to-date shots and vaccinations.
SMOKING POLICY: Smoking is prohibited inside both the villas and townhouses. The designated smoking areas for Sun Castle Resort villas and townhouses would be the respective unit’s decks. If Housekeeping detects smoking occurred inside the unit, a $250.00 penalty fee will be applied to the card on file for the reservation.
PARKING POLICY: Each villa and townhouse comes with one reserved parking spot. Sun Castle Resort has designated overflow parking for additional vehicles. All vehicles must register upon check-in or guests must provide that information day of arrival before the office closes. All guest vehicles will be tagged by the Front Desk as being associated with the respective reservation. Failure to register all vehicles or failure to park in designated guest parking areas may result in the vehicle being towed at the vehicle owner’s expense.
BOAT INSPECTION & USE OF BOAT LAUNCH: Sun Castle Resort has a boat launch on property for guest use. Guests must register all motorized watercraft with the Front Desk upon arrival. It is required by Lake George that all boats launching into the lake undergo an invasive species inspection prior to launch. This inspection is free and takes less than five minutes to complete. Please visit the Lake George Park Commission’s website to locate an official boat inspection station. Sun Castle Resort will not launch boats who have not undergone inspection. Please also be advised that during property events, the boat launch may be closed—the front desk will alert guests needing to use the boat launch of its closure upon their arrival and notify them when the launch will be reopened.
HOUSEKEEPING POLICY: Sun Castle Resort does not provide daily housekeeping services. All villas and townhouses are cleaned and inspected prior to guest arrival and after their departure. All guests are responsible for the cleanliness and upkeep of their unit. Guests whose unit requires excessive cleaning upon their departure will be charged a minimum $250.00 penalty fee to the credit card on file—this fee is also applicable to units guests have smoked in, as stated above. While there is no daily housekeeping, the housekeepers perform 1-2 towel runs daily to collected guests’ used towels and exchange them for fresh ones. Housekeepers will also resupply guests with resort-provided items as requested by guests during this time. Guests in need of items before or after the towel run should stop by the Housekeeping building for assistance.
MAINTENANCE POLICY: Maintenance staff is available upon guest request. All guests are responsible for reporting any maintenance-related issues as soon as possible for Maintenance to address. Sun Castle Resort does not offer refunds for maintenance issues first reported during and/or after check-out. Please be advised that the credit card on file for the reservation may be charged a minimum $250.00 penalty fee for any damages to the unit, as well as the cost of repairs. Maintenance staff will only enter a unit if at least one adult guest is inside the unit or if a guest gives permission for staff to enter the unit when it is unoccupied.
LOST & FOUND POLICY: Items left behind by guests or are reported missing by guests are recorded in the Sun Castle Resort’s “Lost and Found” log. Guests who believe they left an item behind should contact the Front Desk as soon as possible. Guests are responsible for making retrieval arrangements. If the item is to be shipped, the guest will be responsible for shipping costs. Sun Castle Resort will hold onto lost and found items for a period of 30 days. After this, the items will be donated to local organizations or disposed of accordingly.