Policies

 
 

rates

We strongly recommend staying more than one night. Deposits made under our discounted online rate are generally non-refundable, but may be changed until 3 days prior to arrival by rebooking at our super flexible rate for a stay of the same number of nights or longer at the same room category or higher. Our super flexible rate does not require a deposit, and can be cancelled until 3 days prior to your arrival. If you do not show up, or depart early, you will be charged for your entire stay and pre-booked experiences.

Registered IATA agents please see details below on commissionable rates.

 

changes and refunds

Please check your rate details when booking. You can see the details of your rate when booking. In general, our cancellation policies follow the following guidelines:

  • Direct Bookings

    • Discounted Online Rate: 50% non-refundable deposit, changes permitted until 3 days prior to arrival by rebooking a comparable stay at super flexible rate.

    • Super Flexible : no deposit, no penalty for cancellation or changes until 3 days prior to arrival

  • Third Party / Registered Travel Agents:

    • Room Only Rates: as determined by third party.

    • Same as Direct when booked through IATA agents.

 

extra guests

All of our standard rates are for double occupancy. Additional guests are $50/night. Adults will also be charged our standard amenity fee upon arrival.

 

amenity fee

$10 / adult / night amenity fee (waived for children) provides for off-the-grid high speed WiFi and daytime access to Kulaniapia Falls.

 

activity cancellations

All of our activities run rain or shine, and we do not offer refunds for weather. However, we may cancel your activity due to unsafe conditions or staffing, and in those cases, guests receive a full refund for individually purchased activities.

Guests may cancel activity reservations with the following advance notice:

  • 48 hours for up to two guests

  • 72 hours for up to four guests

  • 7 days for 5 or more guests

 

travel agents and commissions

Our direct, super flecible rate is commissionable, subject to the following conditions:

  • Travel agents must contact us in advance to get their IATA number on file. We do not accept IATA numbers or requests for compensation after reservations are made.

  • Guests must stay for 3 or more nights at our super flexible rate.

  • Guests must book one activity, and one food experience during their stay.

  • Full guest contact info must be provided on the booking, as txt and email are actively used in managing our in-house guest experience.

  • Commission rates are as follows:

    • 10% on the room rate, excluding tax, activities and food experiences.

Travel agents must invoice us after the guest has completed their stay, and we will mail a commission check after verifying the booking meets these requirements.