Terms of Service
Shore Excursion Reservations
Last edited: January 2018
To ensure space availability and for us to process your request for reservations fully, please make your order at least 3 days prior to your travel date. All Shore Excursion reservations must be confirmed 48 hours in advance by calling 1(800) 918-5549 or (808) 954-8600. Please have your Confirmation Number available when calling.
Services purchased through this website may include a non-refundable convenience fee. This fee will be displayed upon check out as a separate line item. Roberts Hawaii does not keep this fee. It covers the cost of providing improved security and user-friendly features for online bookings.
It is your responsibility to ensure that accurate information is provided at the time of booking. You will have the opportunity to review and confirm your order prior to making payment. We will send you a notice when we accept your order and our acceptance will be deemed complete and effectively communicated to you at the time we send the notice. When you receive your confirmation email with details of your reservation, please review carefully and let us know immediately if you need to make any changes.
We reserve the right to refuse or cancel any order prior to delivery. If your order is cancelled by us after we have processed your payment but prior to delivery, we will refund your payment. We will contact you if we need additional information or verification to accept your order.
When changing any part of your reservation, rates are subject to change.
Full payment is due at reservation to secure your seat and payable in U.S. dollars. Exchange rates are subject to policies of the individual card issuer. You will receive a confirmation number with each successful booking.
When you provide payment information, you represent and warrant that the information is accurate, that you are authorized to use the payment method provided, and that you will notify us of changes to the payment information.
For the protection of our customers, we do not accept cash payments for most of our services. We accept credit and/or debit cards.
For Charters, a separate payment policy applies. Please contact our Groups Division at [email protected] for more information.
Enjoy our new risk-free cancellation policy on reservations made after 1/14/18 (HST). You can cancel free of charge up to 48 hours before the day of your first tour for a full refund. Any cancellations or no shows within 48 hours will incur a full charge. For combo bookings, the scheduled day of service is defined as the day of the first tour in the combo.
Americans with Disabilities Act If any special accommodations are needed due to disability, please include them at the time of booking. Due to limited availability, we require that ADA vehicle reservations be made a minimum of 48 hours prior to date and time of service. We will make all reasonable attempts to accommodate the needs of the disabled traveler.
For electric wheelchairs or scooters: The combined weight of the wheelchair and guest cannot exceed 600 lbs. The usable platform is only 48 inches by 30 inches. The maximum weight that our drivers can carry into the luggage compartment is 50 lbs.
Unless otherwise stated, children under the age of 4 years old are complimentary if they can be securely held on their guardian’s lap. We do not provide child seats. If the guardian requires a seat for the child under the age of 4, the regular rate will be applicable.
Luggage and Personal Items
Please keep all valuables, prescription medicine, or other important items with you at all times. Roberts Hawaii assumes no liability for damaged baggage except as baggage is in transit, in which case the maximum liability is $100 for any single piece and $250 for any single guest. In no case shall Roberts Hawaii’s liability exceed the limits shown above or the cost of repair replacement or actual cash value, whichever is lower. Guests must report significant damage or loss of any personal items immediately to [email protected] within a 24 hour window from the service. Roberts Hawaii reserves the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.
Lost Luggage and Items
Guests are responsible for their own luggage and belongings. Roberts Hawaii assumes no liability in the event of loss or theft of such property and will not be responsible for any losses incurred as a result.
Roberts Hawaii is not liable for lost items left behind on any vehicle, guests are advised to check their seat carefully before disembarking and their luggage carefully before leaving. However, whenever possible, we do want to reunite guests with their lost items. Please contact [email protected] immediately. Any fees incurred in returning a left behind item must be paid for by its owner.
Claims and Compensation
We strongly encourage feedback on the service, both good and bad. Upon receipt of negative feedback, we will investigate and provide a resolution.
All claims must be presented within thirty (30) days of such occurrence unless a longer period is mandated by law.
Provision of Service
Roberts Hawaii reserves the right to cancel scheduled tours, attractions and activities at any time in the event of hazardous weather conditions or unforeseen operational problems. Roberts Hawaii, Inc. reserves the right to refuse admission to anyone at its sole discretion. Roberts Hawaii, Inc. will not be responsible for delays, injury, loss, accident or damages to person or personal property.
It is your responsibility to be aware of and abide by state and federal laws at all times. Roberts Hawaii assumes no liability for guests actions while on tour. Please note that smoking is not allowed on any of our vehicles pursuant to Hawaii State Law HRS328J.
Limitation of Liability
Roberts Hawaii reserves the right to cancel services at any time in the event of hazardous weather conditions or unforeseen operational problems. Roberts Hawaii, shall not be liable to any individual utilizing these services for delays, injury, loss, accident or damages to persons or property. Any expenses arising as a result of delayed departure or arrival times, including missed flights or travel connections, are the sole responsibility of the passenger.
Roberts Hawaii makes every effort to operate all itineraries. In the event of tour cancellations at Roberts Hawaii’s discretion, all reservations will incur a full refund. Roberts Hawaii, Inc. reserves the right to refuse service to anyone at its sole discretion.