COVID-19 protocols:
1. Face Coverings: Guests are required to wear face coverings in all public spaces. This includes, but is not limited to, lobby, guest room corridors, elevators, meeting spaces, public restrooms, food & beverage venues, business centers, fitness center. Face coverings may be removed while seated in our restaurant and bar or swimming pool but guests are expected to keep face coverings on while moving to and from our pool areas.
2. Travelers must have their negative test results prior to departing as an alternative to Hawaii’s mandatory 10-day quarantine.
3. Physical distancing - Please follow the 6 ft. social distancing rule.
Age policy:
1. No charge for children under 18 occupying the same room as an adult and using existing beds in rooms. If an extra bed/rollaway is needed, please directly request it at the front desk and pay at your own cost. Some hotels may not offer an extra bed/rollaway service.
2. The minimum-age requirement to reserve a hotel room is 18 years old. The hotel requires that all minors must have at least one adult accompanying them in the same room.
Booking notice:
1. The rates are for single and double occupancy. Additional person above double occupancy will be charged. Maximum occupancy is four (4) passengers with existing bedding.
2. Extra Adult Person Charge: (applies to persons 18 years and older): The extra person charge will apply for each additional adult occupying a room with two other adults for each paid night. A maximum of one rollaway bed will be provided upon request, based on availability. A maximum of one rollaway bed is allowed per room. Note: the extra person charge does not include any added–value package benefits when a hotel package is booked (ie rates with breakfast).
3. Bedding can be requested at the time of reservation, and we will send the requests to the hotel to accommodate all requests; however, hotel bedding cannot be guaranteed.
4. Due to COVID-19, some hotel amenities require advance bookings. Please visit sheratonkona.ipoolside.com to book the fitness center, paddleboards and cultural activities.
3. There is a mandatory security deposit taken at check in by either credit card or via a cash deposit. All unused amounts of the deposit will be refunded on departure. Please note that the credit card used to pay deposits must be presented at the time of check-in with proof of ID (both photographic and signature).
Attention:
1. When booking, you must register the correct number of guests and their ages. Any unregistered guests will bear the relevant legal responsibilities.
2. All guests arriving before applicable Check in time will be accommodated as rooms become available. Baggage may be checked in for those arriving early if rooms are unavailable.
3. Specific bedding types may be requested, but cannot be guaranteed.
4. Maximum 2 pets per room. Daily pet fee is nonrefundable. Dogs and cats only. Please contact hotel for details.
5. This hotel has a smoke-free policy. All public areas are non-smoking.
6. This hotel does not provide shuttle service.
Arrival and check in procedure:
1. Please drive directly to the lobby for check-in. After check-in, please use your room key or wristband to access self parking.
2. Transpacific travelers will be asked to validate their quarantine status using the Safe Travels QR code and associated valid picture ID for all guests in the room, ages 5 and over. State of Hawaii residents, whom have not traveled out of state in the last 14 days, will simply need to show a valid Hawaii State ID matching the address on the reservation.
3.If you are exempt from quarantine, please enjoy your stay and follow all current mask and social distancing mandates, both within the resort and while exploring our island home. If you are required to quarantine, you will be escorted to your room, as you may only leave your room in the event of a medical emergency.
Parking:
1. On-site parking, fee: 5 USD hourly, 25 USD daily(Dates and time vary; please inquire with concierge at check-in.) Valet parking fee: 35 USD daily
2. This charge will be billed directly to all guests daily, all rates are subject to change without notice.
3. Effective January 15, 2018, all new bookings will receive a complimentary upgrade to valet parking for the first night.
Cancellation policy:
1. To be fully refunded, a notice of cancellation must be received via email at info@koolaniholiday.com at least seven days prior to the check-in date. Any cancellations made within seven days will be charged the full rate. (Cancellation policies may vary depending on the hotel of your reservation. Please refer to your reservation confirmation to verify your cancellation policy.)
2. A 8% service fee is withheld for any canceled reservation paid by credit card.
3. No-shows will incur full charges—no refunds.
4. Some special dates (such as Thanksgiving, Christmas, and New Year) may have different cancellation policies. Please follow our staff’s notice of cancellation policy.
5. Cancellation policies may vary depending on the hotel of your reservation. Please refer to your reservation confirmation to verify your cancellation policy.
Disclaimer:
1. Reservation confirmation: Our customer service will confirm the booking after you place a reservation. If your selected date is sold out, you are allowed to change the travel date for free or choose a full refund.
2. Personal reasons for being late or not showing will incur full charges—no refunds.
3. Hotel room bookings are non-transferable. Please be sure to provide the same name as printed on your ID that will be used for hotel check-in. Otherwise, the guest will bear the relevant consequences.
Check-in: 3:00 PM
Check-out: 11:00 AM
Hotel address: 78-128 Ehukai St, Kailua-Kona, HI 96740
Hotel telephone: (808) 930-4900