COVID-19 Coronavirus Tour Updates

Frequently Asked Questions

Roberts Hawaii is proud to be the largest tour and transportation provider in the State of Hawaiʻi, with 75+ years of experience in the islands.

We are committed to providing you with quality tours at a great value, for a memorable and enjoyable vacation experience.

Our Promise to You:

  • We guarantee a full refund of your Roberts Hawaii Shore Excursion purchase if your ship is unable to make port on time or if your scheduled tour is cancelled for any reason.
  • We guarantee to return you to your ship before your sailing time. In the extremely unlikely event that you miss your ship due to the late return of one of our tours, we will arrange and pay for your transport to your next port-of-call. In our many years of service, we have never missed a ship departure.

At Roberts Hawaii, we strive to provide quality services to our guests. As such we welcome all questions and suggestions as we value your feedback. Please feel free contact our Customer Service, or look for our Shore Excursion Team on the pier. We look forward to your visit to Hawaii, and the opportunity to serve you.

General Questions

How is Roberts Hawaii addressing COVID-19 concerns?

Passenger and employee safety is our top priority and we will continue to monitor the Coronavirus situation. Our management team is in contact with appropriate officials across our network to maintain awareness of the latest information. Roberts Hawaii Guidelines follow the procedures set by the (CDC) Center for Disease Control and Prevention. We routinely clean all our vehicles and have enhanced cleaning vehicles daily, sanitizing every vehicle with a spray disinfectant, including touchpoints such as handrails, driver areas, and poles.

We are keeping our employees informed so they are prepared to address customer concerns. As the situation around novel coronavirus (COVID-19) continues to evolve, we are doing everything we can to ensure your travel safety and provide maximum flexibility. We continue to honor our convenient cancellation policies and our staff is prepared to field your calls at (808) 539-9400. Should you need to adjust reservations made through another travel site, please contact them for assistance.

For up-to-date information, regarding tour excursions, visit our COVID-19 Advisory page.  Also note that the Hawaii Tourism Authority has created a page that will provide any updates from either the CDC or the Health Department. You may visit it by clicking here.

What are the Norwegian (NCL) Pride Of America ports of call?
Day Cruise Ports
Sat Honolulu, Oahu (EMBARK)
Sun Kahului, Maui
Mon Kahului, Maui
Tue Hilo, Hawaii Island
Wed Kona, Hawaii Island
Thu Nawiliwili, Kauai
Fri Nawiliwili, Kauai
Afternoon Cruise of the Napali Coast
Sat Honolulu, Oahu (DISEMBARK)
Who is Roberts Hawaii?

Roberts Hawaii is Hawaii’s largest transportation & tour provider with over 75 years of experience. We are proud members of the Hawaii Visitors and Convention Bureau (HVCB) and the Hawaii Transportation Association (HTA). Learn more about Roberts Hawaii, Inc.

What are Shore Excursions and how do they work?

Shore Excursions are tours and activities created specifically to cater to cruisers on cruise lines. For most of our products, we pick you up from the pier and return you to the pier before your ship leaves dock. For other products we may either escort you back to the airport, or to your Waikiki Hotel for your extended stay. We pay attention to your cruise ship schedule and create specific tours and activities that fits within your window of time. All you have to do is just book tours and activities with us, and look for our Roberts Hawaii Staff when you arrive at the pier.

Design your Polynesian experience for each island – the choices are only a click away!
Roberts Hawaii Shore Excursions feature:

  • Same popular tours offered by your cruise ship
  • Complete tours with similar routes, similar stops and duration
  • Pier transfers starting at $16
  • Tours that depart from your pier and return well before sailing
How can Roberts Hawaii offer tours at such low prices?

As Hawaii’s largest tour provider, we are able to offer a great value on tours and activities. Certain cruise lines may own ground transportation companies to operate the tours it sells on board its ships. It therefore, through a controlled subsidiary, sets its own pricing. Roberts Hawaii is able to offer similar tours and give you choice in what you see and do in Hawaii at a lower cost.

There is no catch. Our tours are complete tours, with similar routes, similar stops and approximate duration. Compare the offerings and see for yourself how much you can save with Roberts Hawaii tours.

Will I be back in time before my ship departs each pier?

Yes. Roberts Hawaii Shore Excursions operate the same popular tours offered by your cruise ship, designed around you and your cruise ship’s itinerary. Tours depart from your pier and return well before sailing. In all of our years in operation, no Roberts Hawaii Shore Excursion has ever missed a port departure. However, if it were to occur due to unforeseeable circumstance, Roberts Hawaii guarantees airfare to your next port of call.

I booked a shore excursion and now we are missing that port. May I get a full refund?

If the cruise ship’s itinerary changes for any reason (i.e. force majeure, weather cancellations), we will provide a full refund for the specific tour that was missed.

What is a tender?

A tender is a small boat or a dinghie that a large cruise ship will use to transport people to and from the cruise ship to the pier. At the Lahaina and Kona piers, large cruise ships are not allowed into the piers and tenders will be used to transport guests to these piers. For all Lahaina and Kona tours, please remember to book your reservations with the ship 24 hours prior to tour time to ensure that you are at the pier side in time for your tour pick up.

I want to book a Roberts Hawaii Shore Excursion but I already booked my tours with my cruise ship. What can I do?

Customarily, tours may be cancelled without penalty by writing “cancel” on the tour ticket and returning them to the ship’s Shore Excursion Desk or 24-Hour Drop Box prior to arrival in port. Check with your cruise ship activities desk for its cancellation policy.

I can’t seem to call you from a phone line on the ship. How do I reach you?

We highly recommend that you book before the tour date to guarantee a seat. You can make a reservation by calling us toll free at 1-800-918-5549, or if you are unable to reach us by phone you can book your shore excursions directly through our website.

Do I need a reservation?

Due to limited space availability, we strongly encourage making your reservations at least 48 hours in advance.

Does the Pier Shuttle stop at any Waikiki hotel?

Yes, the Roberts Hawaii Shuttle stops at various hotels, hostels, and condos. However, not all properties have a loading zone or area to drop directly by its front door. For those properties that have limited access, we will drop off at the closest area safely.

Where do I wait for the Pier Shuttle at the Daniel K. Inouye International Airport?

Our friendly airport representative will meet you at your baggage claim.*
We guarantee no more than 5 stops to your destination.
Our yellow uniformed representative will be waiting for you and will assist you to the Roberts Hawaii vehicle. For any additional questions, please call (808) 439-8800.
*International Guests: Greeters will meet you outside of customs

How long is the shuttle ride from the Pier to Waikiki or the Pier to the Honolulu International Airport (and vice-versa)?

The approximate drive time is about 30 minutes, and the average time to the last stop is 45 minutes.

How many pieces of luggage am I allowed on the Pier Shuttle?

Each passenger is allowed 2 pieces of luggage and one carry-on at no additional charge. Charges apply for additional and/or oversized pieces of luggage. See luggage rates below.

Additional Luggage (over 2 per person) $6.35 per piece
Heavy Boxes (over 50 lbs.) and Musical Instruments $15.25 per piece
Surfboards (6′ or less) $24.15 each
Bicycles (dismantled) $37.80 each
Oversized Baggage (if space available) Varies based on size, additional fee collected by our airport representative

Carry-ons must be placed on your lap and in your possession at all times. Oversized baggage are accommodated if space is available. No boards or boxes larger than 3 ft. x 3 ft are permitted on the bus. Additional Fees apply and are collected directly by our airport representative. CASH ONLY (EXACT AMOUNT).

Is a car seat required for infants on the Pier Shuttle?

No, children under 4 years of age 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. Under HI Rev Stat § 291-11.5 (2011 through Reg Sess), operators of emergency, commercial and mass transit vehicles are exempt from child passenger restraints.

Does the Pier Shuttle accommodate passengers with wheelchairs?

Yes. 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 500 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.

What if I want to go to another island or find out about activities and sightseeing tours?

Visit We set you up with the best entertainment, tours, and activities in the Islands. And if you plan on visiting a neighbor island, we have excellent package deals on your flight, rental car and accommodations. There are even fabulous island hopping one-day tours to the Big Island, Maui and Kauai. Leave in the morning, enjoy a spectacular tour, and return to your Waikiki hotel that evening.

Browse Shore Excursions: