General info and cancellations
We try hard to keep the rules to a minimum here at The Palms Cliff House Inn. But alas, after 15 years of welcoming visitors into our home, we have come to realize some things are simply out of our control. So we are posting our policies here so you can review them before arriving. Please take a moment to review this policies and hopefully we can avoid any "surprises."
1. Guest Check In:
Because we are a small inn we try to keep the check in time to 3:00pm to 5:00 pm. Check out is 10:00am. We understand that flight schedules may not mesh with our check in time so please call us if you need to make special arrangements. We are happy to accommodate late arrivals but we request you let us know your anticipated arrival time. If you are arriving on island very early, you can drop of baggage and pre-check in: pick up your key, drop off bags, do the paperwork, just not have access to the room until later (this allows our staff time to get the room clean, but you don't have to lug the baggage all over town.)
All rates are based on Double Occupancy and Include a Full Breakfast, unless you purchase a rate that specifically excludes breakfast. (Note that third party booking sites like Expedia sells rooms with out breakfast as a standard room rate and with breakfast as a package rate.) Each additional person in a room is $50.00 per night, please call ahead to ensure a roll away bed is available. All rates are subject to GE & TA tax.
Kama'aina Rates are avaliable with proof of residency. You must present your Hawaii Driver's license upon arrival. To book this rate you must call the Inn directly to request this rate. This rate is not available when using online booking.
In Hawaii, goods and services purchased through the Inn are subject to a tax of 13.41% consisting of a Transient Accommodation Tax (TAT) of 9.25% plus a General Excise Tax (GET) of 4.16%.
4. Reservation Deposits:
A 50% deposit is due at the time of booking. If you are booking a stay that is 4 days or less from your arrival the full amount (100%) will be due. Deposits may be paid in cash (if you are already on site) or by credit card. We are not able to accept personal checks at this time. If you use a credit card to pay for your deposit, new credit card processing rules require us to see the card you used for the deposit when you arrive so that we can verify you are the actual card holder. So please bring the card you used for your deposit with you along with valid photo ID. You are not required to use the same card for the balance.
We have a 20-day cancellation policy. If you cancel your reservation prior to 20 days before your arrival, your deposit will be returned to you less a cancellation fee of 10% of the entire reservation ($50.00 minimum). If you cancel within 20 days of your arrival, your deposit will be forfeited. Late arrivals, no shows, cancellations, and rescheduling within 4 days of arrival, or early departures will be charged for the full length of the reservation. Reservations may be rescheduled without penalty outside of the 20-day period. Rescheduling of reservations within the 20-day period will incur a 10% penality. This cancellation policy is firm and no exceptions will be made. This policy printed here supersedes any other cancellation policies. * Reservations made via Expedia and Travel Agents, must be cancelled thru those sites accordingly.
Because our inn is small in room number, cancellations affect us significantly. We do not over-book or maintain "waiting lists" as large hotels do. You are guaranteed that your room will be available to you as long as you arrive on the first day of your reservation. We do enforce our cancellation policy. The only exceptions are if the Big Island airports you are traveling through are closed or if Hawaii State police along your driving route are recommending that people stay off the roads due to bad weather or other emergency. Otherwise, we expect you, as you expect us, to honor your reservation. If you are worried about having to cancel for any reason, we recommend you purchase travel insurance through a third party for your own financial protection.
Cancellations for Hilo Honolii Hale:
Hilo Honolii Hale has a 20-day cancellation policy. If you cancel your reservation prior to 20 days before your arrival, your payment will be returned to you less a cancellation fee of 20% ($50.00 minimum). If you cancel within 20 days of your arrival, your payment will be forfeited. Reservations may be rescheduled without penalty outside of the 20-day period, based on availability. Rescheduling of reservations within the 20-day period will incur a 20% penalty as well as be subject to availability. Lack of availability will constitute a cancellation. This cancellation policy is firm and no exceptions will be made. This policy printed here supersedes any other cancellation policies.
6. Cancellation of Reservations During the Merrie Monarch Festival:
50% non-refundable deposit is required at the time of booking. There is no cancellation refund for Merrie Monarch reservations. The Merrie Monarch Festival is a Peak Season for Reservations for the Big Island. There are more requests for rooms than available inventory. Please be certain of your commitment to attend the festival prior to booking a room with us. If you must cancel your reservation you will be responsible for the balance of the reservation, due at time of cancellation. This cancellation policy is firm and no exceptions will be made. No exceptions. There are no discounts during Festival dates. This policy printed here supersedes any other cancellation policies.
7. Third Party Booking Sites:
Reservations made via Travel Agents & web sites such as Expedia, Hotels.com, priceline, Saber, GDS, etc, must be changed or cancelled by them. Do Not Call Us to Cancel Your Reservation. Our cancellation policy still applies, but is likely superseded by the cancellation policy of the booking source-please be aware that many third party booking sources have far more stringent cancellation policies than we do, but we are contractually bound to comply with their policy.
Please also be aware that we do not receive payment from many of these services until 30 to 45 days after your booked reservation ends and commissions to the booking service can be as much as 35%. Refunds for reservations booked through a third party reservation service will be sent by the reservation service you booked though IF they refund your reservation. The final decision is theirs, not ours - so be forewarned if you decide to book through a booking service.
Third party reservations most likely do not have breakfast included in the room rate. Check your reservation carefully. Breakfast is available for a surcharge payable directly to the Inn and can be paid upon arrival. You may call us if you are not certain your reservation includes breakfast. If we do not receive communication from you we will assume you are not adding breakfast. Note - we do not have your contact information- all we are given is your name, so you must contact us directly regarding breakfast.
8. Trip Insurance:
We do not sell trip insurance, But most experts agree that Travel Insurance including Trip Cancellation and Interruption Insurance is one of the smartest investments you will ever make. Please check with travel insurance provides if there is any concern reguarding our cancellation policy or possbile changes to your travel plans.
9. Room and Property Damage:
We understand accidents can happen and that our guest rooms are subject to a certain amount of normal wear and tear. However, we reserve the right to charge you for damages we feel exceed normal wear and tear. This may include but not be limited to ripped bedding, curtains, or bath linens. Stains to carpeting or furniture. Burns caused by fire, candles or cigarettes. Holes in doors, walls, and lanais. Damage to trees, lawn, ponds, or other landscaping. Please alert us as soon as a damage to your room or the property occurs.
In compliance with Hawaii State Law, ALL of our rooms are non-smoking rooms. If you smoke in your room you will be charged a $250.00 cleaning fee as well as be subject to State fines. Smoking is permitted only in the one designated area of the estate at The Palms Cliff House Inn that is located outside and away from the building. Please understand that the Hawaii State law is very specific and stringent and severely limits our ability to accommodate smokers. You will discover that you can not smoke anywhere on the island that is a public area (including beaches), outside near buildings, inside areas where employees work, your rental car, or at the air ports.
Please leave your pet at home. Even small pets are not allowed at the Inn. This is for the safety of other guests s well as to accommodate the large number of guests we get who are allergic to animals and their dander. If you have a service animal please call the Inn prior to your arrival to make arrangements for your service companion. Service documentation will be required.
Currently, any reservation specials for discounted room rates are listed on the individual room pages. Additional discounts do not apply to any website published reservation specials. If you wish to use a AAA or AARP(10%) discount, then that discount is applied to the regular room rates (also listed on the individual room web pages). Only one discount may be applied to each booking. Discounts must be requested at time of booking. No discounts are applied to reservations made through travel agents. There is a 2 night minimum stay requirement for AAA & AARP.
13. Merrie Monarch Festival Dates.
During the Merrie Monarch Festival, suites are priced at full rate, no discounts, coupons, or kama'aina rates apply.