Reservation Policies
General info and cancellations
Please take a moment to review these policies and hopefully we can avoid any "surprises."
1. MINIMUM STAY:
We have a 2 night minimum stay for our most of our Luxury Rooms (with the exception of a 3 night minimum requirement for the Oceanfront Pikake Room).
2. AGE, OCCUPANCY, AND SAFETY POLICY
For safety and compliance reasons, only registered guests aged 13 and older may occupy guest rooms unless prior written approval is given by management. No unregistered guests, children, babies, or overnight visitors are permitted. Each room must not exceed its maximum occupancy. If a reservation exceeds the room limit or includes unregistered persons, management may cancel the reservation, require immediate departure, and enforce the applicable cancellation policy. All sales are final except as stated in the Cancellation Policy. Applicable Hawaii state taxes and fees will be charged as required by law.
3. Guest Check In and Check Out Times:
Check-in time is 3:00 PM. Early check-in is not available. Check-out time is 11:00 AM.
Complete Self Check-In Form and Payments [Due 48 Hours Prior to Arrival]
We will email you a link to complete the self check-in form and upload photo ID, along with a payment request for the refundable damage deposit and VRBO Hawaii taxes/fees.
Receive Self Check-In Instructions
We will email you all entry codes, self check-in instructions, and a video link.
4. Rates:
Rates vary based on supply and demand, and we encourage early booking to secure the best availability for your dates. All rates are based on double occupancy. A third guest may be added to the Orchid Room, Garden View Plumeria Room, or Pakalana Suite for an additional $50.00 per night. Advance notice is required so the twin sofa bed can be prepared. Use of the sofa bed without prior authorization will result in an additional $100.00 per night fee. All rates are subject to GE and TA tax, and applicable Hawaii state taxes and fees will be charged as required by law.
5. Taxes:
Reservations are subject to all applicable Hawaii state taxes and fees required by law, including transient accommodations tax, general excise tax, and any other taxes or fees in effect at the time of the stay. Final tax amounts will be calculated based on the reservation details and current legal requirements.
6. Reservation Payments:
The full amount (100%) will be due at the time that you place your reservation. We are not able to accept personal checks at this time. If you use a credit card to pay for your reservation, new credit card processing rules require us to see the card you used for the reservation 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.
7. Cancellations:
Because our Inn has a limited number of rooms, cancellations affect us significantly. We do not overbook or maintain waiting lists. Your reservation is guaranteed for the dates reserved, and we expect you to honor your reservation.
Cancellations or changes made 30 days or more before arrival will be charged a $25 cancellation/change fee plus any non-refundable original reservation credit card processing fees. Cancellations or changes made within 30 days of arrival will be charged 100% of the reservation total. No refunds or credits will be issued for early departure or unused nights. Applicable Hawaii state taxes and fees will be charged as required by law.
By booking, you acknowledge that you have read and agree to this Cancellation Policy.
8. Cancellation of Reservations During the Merrie Monarch Festival & the Holiday Season (December 19th - January 2nd):
Reservations during the Merrie Monarch Festival and Holiday Season are non-refundable. These dates are considered peak season on the Big Island, and room demand is high. Please be certain of your travel plans before booking. This cancellation policy is firm, no exceptions will be made, and no discounts are offered during festival dates. This policy supersedes any other cancellation policy.
9. TRIP INSURANCE:
We strongly recommend purchasing travel insurance to protect against cancellations, medical emergencies, severe weather, flight disruptions, or other events that may affect your trip. Travel insurance may be purchased through your airline, a travel insurance provider such as Squaremouth.com or InsureMyTrip.com, or through your insurance agent or credit card company. Please review all plan details carefully, as some policies include “Cancel for Any Reason” coverage and others do not.
10. Third Party Booking Sites:
Reservations made through third-party travel agents or booking platforms, including Airbnb, VRBO, Expedia, Hotels.com, Priceline, Sabre, and similar services, must be changed or cancelled through the same platform used to make the reservation. The Inn cannot process cancellations for third-party bookings. Please review the cancellation policy and terms provided by the booking platform at the time of booking, as those terms govern the reservation.
11. Room and Property Damage:
A refundable room deposit of $250.00 is collected during self check-in, two days prior to arrival. This deposit may be applied to any damage, excessive cleaning, or replacement costs resulting from conduct beyond normal wear and tear. Guests are responsible for damage to bedding, curtains, linens, carpeting, furniture, walls, doors, lanais, landscaping, or any other Inn property. Burns, stains, holes, excessive sand or dirt, and damage caused by smoking, candles, or prohibited items may result in additional charges.
11. Smoking:
In compliance with Hawaii state law, all rooms are non-smoking. Smoking is not permitted anywhere on the property, including guest rooms and grounds. If smoking occurs in a room, a $250.00 cleaning fee will be charged, and additional state fines may apply. Hawaii law also restricts smoking in many public and shared areas, so we are unable to accommodate smokers. Please review and respect all smoking restrictions during your stay.
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.
How do we book a Retreat or Special Event in the Outdoor Event Room?
Contact Us at: (808) 933-3933
