Frequently Asked Questions (FAQ)

Reservation Policies

General info and cancellations

Please take a moment to review these policies and hopefully we can avoid any "surprises."

1. MINIMUM STAY:
During our mid and high seasons, we have a 2 night minimum stay. We frequently wave the minimum stay requirements  to fill a void in our calendar. Please contact us to inquiry about any questions about minimum stay.

2. Guest Check In:
Because we are a small inn we try to keep the check in time to 3:00pm to 6:00 pm.  Please contact us if you plan to arrive after 6:00 PM.  We are happy to accommodate late arrivals but we request that you let us know your anticipated arrival time. If you are arriving on island very early, you can drop of baggage (this allows our staff time to get the room clean, but you don't have to lug the baggage all over town).  Check out is 11:00am.

3. Rates:
Our rates fluctuate in response to supply and demand, so we recommend booking early to ensure you have the best selection of rooms for your dates.  All rates are based on Double Occupancy.  A third person can be added to the Orchid Room, the Plumeria Room, or the Pakalana Suite only for an additional $50.00 per night.  Please arrange ahead of time to ensure that the twin sofa bed is prepared.  Use of the sofa bed without prior authorization results in additional $100.00 per night fee.  All rates are subject to GE & TA tax.

4. Taxes:
In Hawaii, goods and services purchased through the Inn are subject to a tax of 14.69% consisting of a Transient Accommodation Tax (TAT) of 10.25% plus a General Excise Tax (GET) of 4.4386%.

5. Reservation Deposits:
A 50% deposit is due at the time of booking.  The remaining balance will be processed 30 days prior to your arrival. If you are booking a stay that is 30 days or less from your arrival the full amount (100%) will be due. Deposits may be paid by credit card. We are not able to accept personal checks at this time. If you use a credit card to pay for your deposit, new credit card processing rules require us to see the card you used for the deposit when you arrive so that we can verify that you are the actual card holder. So please bring the card you used for your deposit with you along with valid photo ID.

6 . Cancellations:  Cancellations or changes to a reservation made 30 days or more prior to your arrival date will be charged a Cancellation fee: $25; Rescheduling Fee: No Fee, one time only. Cancellations and changes made within 30 days prior to date of arrival Cancellation Fee: 100% of your reservation; Rescheduling Fee: 10% of your reservation within 30 days of original reservation and no rescheduling of your reservation within 20 days. No refunds or credits will be made for early departure.

Because our Inn is small in room numbers, cancellations affect us significantly. We do not over-book or maintain "waiting lists" as large hotels do. You are guaranteed that your room will be available to you as long as you arrive on the first day of your reservation. We expect you, as you expect us, to honor your reservation.

7. TRIP INSURANCE We highly recommend you consider purchasing travel insurance to cover unforeseen personal and medical emergencies, unfavorable weather conditions, or other events that could create a need to change your travel plans. There are many clearing house websites where you can search for travel insurance (for example, SquareMouth.com and InsureMyTrip.com). Your personal insurance agent or credit card company may also have options available. Carefully consider all plan details to choose a plan that is comprehensive enough for you. Some policies may offer "cancel for any reason" coverage, while others may be more restrictive.

8. Cancellation of Reservations During the Merrie Monarch Festival:
50% non-refundable deposit is required at the time of booking. There is no cancellation refund for Merrie Monarch reservations. The Merrie Monarch Festival is a Peak Season for Reservations for the Big Island. There are more requests for rooms than available inventory. Please be certain of your commitment to attend the festival prior to booking a room with us. If you must cancel your reservation you will be responsible for the balance of the reservation, due at time of cancellation. This cancellation policy is firm and no exceptions will be made. No exceptions. There are no discounts during Festival dates. This policy printed here supersedes any other cancellation policies.

9. Third Party Booking Sites:
For all reservations made through third party Travel Agents & web sites such as Expedia, Hotels.com, Priceline, Saber, GDS, etc, any changes or cancellations must be made through the same channel that the original reservation was made through. Do Not Call Us to Cancel Your Reservation.

Please note that cancellation policies differ from site to site through third party agencies and the their policies will apply. The final decision is theirs, not ours - so be forewarned if you decide to book through a booking service.

10. Room and Property Damage:
We understand accidents can happen and that our guest rooms are subject to a certain amount of normal wear and tear. However, we reserve the right to charge you for damages we feel exceed normal wear and tear. This may include but not be limited to ripped bedding, curtains, or bath linens. Stains to carpeting or furniture. Burns caused by fire, candles or cigarettes ( this is a non-smoking facility). Holes in doors, walls, and lanais. Damage to trees, fence, or other landscaping. Please alert us as soon as a damage to your room or the property occurs.

11. Smoking:
In compliance with Hawaii State Law, ALL of our rooms are non-smoking rooms. If you smoke in your room you will be charged a $250.00 cleaning fee as well as be subject to State fines. Smoking is not permitted on the grounds of the Hilo Beach House Inn.  Please understand that the Hawaii State law is very specific and stringent and severely limits our ability to accommodate smokers. You will discover that you can not smoke anywhere on the island that is a public area (including beaches), outside near buildings, inside areas where employees work, your rental car, or at the airports.

12. Pets:
Please leave your pet at home. Even small pets or service animals are not allowed at the Inn. This is for the safety of other guests as well as to accommodate our guests who are allergic to animals.


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