REFUND POLICY
Last updated November 18, 2023
This Rebooking and Refund Policy explains how we will assist with rebooking a reservation and how we handle refunds when, Hawaiian Aloha Treasures 808, LLC (“HAT808”,”we”, “us” or "our”) cancels a reservation or another Travel Issue disrupts a stay or if one that uses our services are “Guests”.
Reservation deposits are non-refundable unless reservations are cancelled by HAT808 prior to guests’ arrival and check-in.
What happens if a HAT808 cancels before check-in
If HAT808 cancels your reservation prior to check-in, guests will automatically receive a full refund. If a HAT808 cancels 30 days or less prior to check-in and the guest contacts us, we will also provide assistance with the guest in finding comparable or better accommodations if available.
What happens if a Guest cancels before check-in
If a guest wishes to cancel their reservation, they must notify a HAT808 representative via e- mail (101wasson@gmail.com) or by telephone (808) 387-9393 and refunds will be reimbursed based on the following criteria:
Cancelations submitted sixty (60) days prior to arrival dates will be refunded (minus the deposit fee). Cancelations after sixty (60) days will be as follows:
59-45 days prior to departure, 50% refund (minus deposit fee)
44-31 days prior to departure, 25% refund (minus deposit fee)
30 days or less, 0% refund, deposit forfeited.
What happens if another Travel Issue disrupts a stay
Other Travel Issues must be reported to us no later than 72 hours after discovery. It is solely at the discretion of HAT808 when handling these circumstances. If we determine that a Travel Issue has disrupted the stay, we will provide a full or partial refund and, depending on the circumstances, may assist the guest with finding comparable or better accommodations. The amount refunded depends on the severity of the Travel Issue, the impact on the guest, the portion of the stay affected, and whether the guest vacates the accommodations. If the guest decides to vacate the accommodations because of the Travel Issue and contacts us we will offer assistance with finding comparable or better accommodations for the remaining nights of the stay.
What Travel Issues are covered
The term "Travel Issue" refers to these situations:
- HAT808 cancels the reservation prior to check-in.
- HAT808 fails to provide access to the accommodations.
- HAT808 fails to disclose in the Listing that the HAT808, another person, or a pet will be present during the stay.
- Accommodations are not habitable at check-in for any of the following reasons:
o They are not reasonably clean and sanitary, including bedding and towels.
o They contain safety or health hazards.
o They contain pests.
- Listing contains a material inaccuracy such as:
o Incorrect home type (e.g. entire home, private room or shared room).
o Incorrect type or number of rooms (e.g. bedrooms, bathrooms and kitchens).
o Incorrect location of the accommodation.
How claims work
To be eligible for rebooking assistance or a refund, the guest who made the reservation maysubmit a claim by contacting us. Claims must be made to us no later than 72 hours after discovery of the Travel Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Hawaiian Aloha Treasures 808, LLC. We will determine whether a Travel Issue has occurred by evaluating available evidence.
How this Policy affects Hawaiian Aloha Treasures 808, LLCs
If a HAT808cancels a stay or another Travel Issue disrupts a stay, the HAT808will either receive no payout or will have their payout reduced by the amount of the refund to their guest.
In most circumstances we will attempt to confirm a guest’s claim with their HAT808. HAT808 can also dispute a Travel Issue by contacting us.
Other things to be aware of
This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a claim, whenever feasible, the guest must notify the HAT808 and try to resolve the Travel Issue directly with their HAT808. In connection with resolving the issue, guests can request refunds directly from HAT808 email or phone correspondence. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a HAT808. As part of providing rebooking assistance we may, but are not obligated to, pay for or contribute to the cost of new accommodations. We may also provide guests with the option of applying the value of a canceled reservation to new accommodations, or of receiving travel credit, in lieu of getting cash refund.
Where a guest demonstrates that timely reporting of a Travel Issue was not feasible, we may allow for late reporting of the Travel Issue under this Policy. Travel Issues that are caused by the guest, co-travelers, or their invitees or pets are not covered by this Policy. Submitting a fraudulent claim violates our Terms of Service and may result in account termination.
Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that guests or HAT808 may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any guest or HAT808. All rights and obligations under this Policy are personal to the booking guest and HAT808 of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service. This Policy applies to stays, but does not apply to reservations.
