Policies

 
 

rates

We strongly recommend staying 2 or more nights, and offer discounts on multi-night stays, and additional savings on package rates. Direct bookings are refundable until 30 days out, after which point you will lose your deposit. If you do not show up, or depart early, you will be charged for your entire stay and pre-booked experiences.

When you select our lowest Experience Package Rate when booking, we will automatically add the items below after your book. If you change your mind later, and do not want to participate in the included experiences, your reservation will be repriced using our standard Encounter rates.

  • Adventure Club (3+ nights)

    • One (1) Adventure per guest, with additional Adventures at Club Rates (25% off).

    • One (1) Farm-to-Table dinner at The Table. One additional dinner included for each night after the 3rd.

    • Advance booking window, refundable until 30 days out.

  • Full Experience

    • Two (2) Adventures per guest or One (1) Premium Tour (helicopter, etc), with additional Adventures at Club Rates (25% off).

    • Two (2) Farm-to-Table dinners at The Table.

    • Advance booking window, refundable until 30 days out.

Please note: 3rd party room-only / Encounter Rate bookings are always non-refundable and cannot be changed, so if you book third party we also recommend you purchase trip insurance. Registered IATA agents please see details below on commissionable rates.

 

changes and refunds

Please check your rate when booking. Most direct rates are refundable, but some promotional rates, and all third party rates are non-refundable. You can see the details of your rate when booking. In general, our cancellation policies follow the following guidelines:

  • Direct Bookings

    • Encounter: 50% deposit, refundable until 30 days out

    • Package Rate : 50% deposit, refundable until 30 days out

    • Promotional / Group Rates: fully prepaid, non-refundable

  • Third Party / Registered Travel Agents:

    • Room Only Rates: fully prepaid, non-refundable (includes $10/day credit towards waterfall rappelling activity)

    • Same as Direct for package rates 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 a complimentary beverage during happy hour, off-the-grid high speed WiFi, access to Kulaniapia Falls, recreational water equipment (kayaks, stand up paddle boards, etc), bicycle usage along Kulaniapia Dr, tour of Kulaniapia Farms, and little bits of Aloha throughout your stay.

 

activity cancellations

All of our activities run rain or shine, and we do not offer refunds for weather. However, we may cancel your adventure 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 three or more guests

 

travel agents and comissions

Only our Experience Package 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. Approved agents receive access to our sales guide and fact sheet.

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

  • Commission rates are as follows:

    • 10% on the Experience Package Rate (excluding items automatically added to those reservations).