Family Vacations Hawaii Terms & Conditions
For Your Reservations with Family Vacations Hawaii
These Terms and Conditions apply to hotels, flights, rental cars, interisland transfers, tours, and activities booked through Family Vacations Hawaii.
General Terms & Conditions
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E-TICKETS & ITINERARIES:
Most reservations documents are issued as "E-Tickets." With E-tickets, you will just need to present your valid photo identification upon hotel check-in,car pick-up, or air flight check-in. You may also need to know the confirmation numbers you will see in your itinerary from Family Vacations Hawaii, but no paper documents are generally needed for your travel.
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TAXES:
Hotel, Condo, and Vacation Home Rental prices include all taxes (11.416% or more). Air ticket prices also include all taxes, fuel surcharges and other fees. Hawaii State general excise tax of 4% is included on all rental cars. Other Hawaii State taxes, surcharges, and fees are sometimes included in our rates and sometimes not--please see the Terms & Conditions for your particular car rental to determine this.
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RESERVATION PAYMENT DEADLINES:
Hotel and car reservations that you book online or via one of our agents will normally automatically cancel 5 days after you book them, unless you apply partial or full payment to them, or unless special arrangements are made with your Family Vacations Hawaii agent. If you do apply partial payment (See DEPOSITS below), the balance of your payment is due 45 days prior to your first check-in or rental date, EXCEPT for most Outrigger Hotel reservations in which full payment is due within 10 days of your booking. Air ticket reservations are generally payable when you book them using our online booking system, or else the space will not be held by the airline. Please note that prices can change without notice until your package is paid in full. Air reservations, once booked, may be held for a few hours to a few days, depending on the type of fare. Please see the specific cancellation terms on your itinerary and payment page.
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DEPOSITS:
We recommend full payment whenever possible as hotels, airlines, and car rental companies may change their prices without notice unless your package is paid in full. Hotel/car packages UNDER $1000 require full payment at time of booking. For hotel reservations OVER $1000 you may put down a deposit to hold your reservation. In most cases, the minimum deposit is 15 percent of the hotel reservation, but for some of our suppliers it is $125 per person no matter what the total value of your reservation. If you cancel or change your reservations after making a deposit, the cancellation/change policies (outlined below) will apply based on the total package price, not the deposit amount.
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PAYMENT:
We accept payment via all major credit cards. We can also accept payment via wire transfer, cashier's check, or money order. To fully verify your credit card account and prevent credit card fraud, we require the full billing address associated with your credit card (including phone number). Credit card information is verified utilizing the Verisign system. The credit card utilized must normally be in the name of one of the people traveling. If a person other than the traveler(s) desires to pay for the reservations with a credit card, we may require that person to fill out and sign a special form and mail or fax it to us, along with a legible photocopy of the front and back of their credit card. Please ask you agent for further details if this is the case.
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MINIMUM ORDER:
The minimum order amount for all items you purchase is $200. If your total order is for under $200, a $30 administrative service fee may be applied.
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HOW YOUR RESERVATIONS ARE BOOKED:
We book your reservations through special discount contracts with a variety of hotels, car companies, wholesalers, and airlines. If you wish to reconfirm your hotel, car, or airline reservation directly, please call them and give them your reservation number, but note that for some hotel reservations there may be a delay of one to several days before your reservation appears in their reservations systems. For example, Many of the hotels and wholesalers that we book through buy hotel rooms in "blocks"; This means, in the case of a wholesaler, that they generally have control of rooms and that the actual hotel does not. This is of great benefit to you the traveler, since we can often get you rooms even if the hotel is sold out directly or through other suppliers. The way this system is designed, the reservations are confirmed and the space is reserved for you, however, the hotel often does not learn your actual name until a few days before your arrival. In these cases, you cannot directly reconfirm your reservations with the hotel very far in advance.
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SHIPPING:
We will mail you your itinerary, plus any other necessary documents, to the mailing address you specify.
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FURTHER DISCOUNTS:
All of our rates are discount rates resulting from wholesale contracts. As such, no further Corporate, Senior Citizen, AAA, Car Club, Airline Club, Kamaaina or other discounts normally apply, unless specifically noted in the rates you see on our web site.
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ACCURACY OF CONTENT:
Family Vacations Hawaii makes every effort to assure the accuracy of the prices and/or features on its web sites. However, prices and/or features as represented on our web sites may change without notice or may become unavailable. Photos/images on our sites are representative only and are used for informational purposes only. We cannot guarantee that sights or features will appear as depicted. Maps on our sites represent approximate locations and are not meant to be exact in every detail or scale.
Hotel Reservations
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SPECIAL HOTEL REQUESTS:
Special requests to hotels include such things as requesting a smoking or non-smoking room, requesting particular types of beds, requesting a room in a specific area of a hotel, and so on. Family Vacations Hawaii assiduously conveys your special requests to the hotels we book for you. In almost all cases your special requests will be honored by the hotel or condo. But please note that the fulfillment of your special requests are NOT GUARANTEED by either Family Vacations Hawaii or the hotel/condo. Our advise to you is to be sure to reiterate your special requests upon checkin to the hotel/condo, so that you can have better assurance that your requests will be fulfilled. Also, checking in as early as possible (most hotels have a checkin time of 3PM) can help, because some requests are handled on a "first-come, first-served" basis.
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CANCELLATIONS: For hotels, there is a base cancellation charge of fifteen percent or $50, whichever is greater. In addition to the base cancellation charge, all hotels charge their own cancellation fee if a cancellation is not received within a certain number of days before the check-in date. DURING THE CHRISTMAS PERIOD (generally Dec 16 - Jan 8) SPECIAL CANCELLATION DATES AND PENALTIES APPLY FOR ALL HOTELS. In general you must cancel much earlier (several weeks to several months in advance) and the cancellation penalty can be as much as the full price of your package.
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CHANGES:
Changes to hotel stays are subject to the cancellation fees noted above (if reducing the price of your package), plus an administrative fee of $30. Refunds are generally made by check.
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ONLINE PAYMENT:
If you pay via credit card on our web site (which we encourage), we will normally charge your credit card immediately for the amount you specify. If there is any problem with your charge our online charging system will let you know immediately. However, a few of our reservations are booked through suppliers who do not let us know right away if a credit card was declined. If there is a problem with your charge through one of these suppliers, we will let you know as soon as we find out. During normal business hours in Hawaii, this is usually within an hour of your payment submission, but could be 24-48 hours on weekends before we find out and can contact you. Thank you for your understanding.
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We offer a WIDE variety of Hotels, Resorts, and Condos on ALL islands, and can advise you regarding the best Resort for your needs. Please email us if the hotel or resort you desire is not listed.
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Multi-island packages are readily available. To book a multi-island package, please submit an order for each hotel you'd like to book, and include notes in the "Other Comments" box. We will develop a comprehensive package and get back to you with rate and confirmation information.
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Almost any variation of package is available, from one person for one night, to large families or groups staying for weeks.
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Most hotels have a Family Plan which allows children under a certain age (usually 17) to stay free. See individual hotel pages to see if a Family Plan is available. The number of children that qualify is generally limited to two per room staying with their parents and utilizing existing bedding. Most condos effectively have a Family Plan since they have a flat rate per night. If you desire a rollaway or crib, this may incur an additional charge which you will pay directly to the hotel (not to Family Vacations Hawaii). See the individual hotels pages for details on this.
Air Tickets
- All air reservations must be prepaid or they will automatically cancel.
- Reservations made via our system are confirmed by the airlines but are subject to change by the airlines even after confirmation and payment. Thus, it is important that you re-confirm you flights with the airline directly as your travel dates approach. You may also come to our web site and view your itinerary, which should reflect any changes, however we recommend that you still check with the airline directly so that you can become aware of any last minute changes they make to your schedule.
- We recommend that you check in for your flights at least two hours in advance. However, please check with the airline directly as your travel date approaches to find out if any changes have been made to the checkin requirement.
- Due to limitations in our current booking system, your seating assignments may or may not be correctly indicated on your itinerary. We recommend that you contact the airlines directly after booking to tune your seating assignments to best fit your needs.
- We are not responsible for any delays due to weather or mechanical delays or schedule changes imposed by the airlines.
- All travelers 18 years and older must have a current, government-issued photo ID in their possession. Expired ID's are not valid and may cause the airline to deny boarding with little or no compensation for the unused tickets.
- Children under 2 years old can travel free on US domestic flights as long as they are lap-held. International travel requires a ticket for all children, including infants.
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REFUNDS & CANCELLATIONS FOR AIR TICKETS
- Family Vacations Hawaii sells two types of air tickets--regular "Published" fare tickets and "Contract" fares.
- Published fares are totally non-refundable, meaning once you have purchased them, you cannot get a refund of any amount on them should you not be able to travel on your original dates. However, you can usually change the dates for a fee (see below).
- Contract fares are refundable in exchange for a cancellation fee of $250 per ticket.
- Inter-island tickets (for flights between the various Hawaiian islands) that are not part of a ticket from the US Mainland or Canada to Hawaii have a cancellation fee of $75 per ticket.
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CHANGES TO AIR TICKETS
- Air Tickets are nontransferable and name changes are not allowed. Changing of names (including misspellings, nicknames, etc) is considered a cancellation by the airlines, and the above cancellation fees would apply.
- Ticket routing may not be changed.
- After purchase and BEFORE travel has commenced, any changes (dates or times) to your air tickets must be made through Family Vacations Hawaii.
- The change fee is $250 per ticket for tickets from the US Mainland or Canada to Hawaii and $75 for Inter-Island tickets that are not part of a larger ticket.
- AFTER your travel has commenced, changes to your flights can often only be made with the airlines directly and NOT through Family Vacations Hawaii. Please contact us should this situation arise for you and we will be happy to assist you.
- All date/time changes on air tickets are subject to availability in the correct booking class. Higher fees may apply if your original booking class is not available. Additional fees may also apply if you wish to change your reservation from a weekday (Monday through Thursday) to a weekend (Friday through Sunday) or if your new travel dates have a higher rate.
Activities, Tours, & Transfers
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ACTIVITIES, TOURS, & AIRPORT-HOTEL TRANSFERS:
Activities and tours refer to such things as helicopter tours, luaus, dinner shows, bus tours, boat rides, etc.--basically anything that's not a hotel stay, an air ticket, a car rental, or an airport-hotel transfer. Do to the nature of activities and tours, they are subject to change without notice, so stay in touch with the tour or activity company as your date approaches to see if there's any last minute changes. Should you need to change an Activity, Tour, or Airport-Hotel Transfer once you've booked and paid for it, please try calling the activity provider directly, as listed in your online itinerary--they can probably re-schedule you on the spot. If not, please contact a Family Vacations Hawaii agent and we will assist you. A change fee of $30 may be applied in this case. Should you need to cancel an Activity, Tour, or Airport-Hotel Transfer, you must contact Family Vacations Hawaii directly. A 15 percent cancellation fee will apply in most cases. However, cancellations within 48 hours of the date of your Activity, Tour, or Transfer are totally non-refundable. No shows are also totally non-refundable.
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INTERISLAND TRANSFERS (flights between the islands):
Interisland air tickets (transfers) on Aloha Airlines that are NOT booked using our online air booking system (i.e. that are booked by a Family Vacations Hawaii agent) are changeable or cancellable one or more days BEFORE travel begins for $50 per ticket. Changes or cancellations must be done by a Family Vacations Hawaii agent. Tickets CANNOT be cancelled on or after the day of travel, and are totally non-refudable after this time.
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EMAIL NEWSLETTERS: OPTIN & OPTOUT:
Family Vacations Hawaii respects your privacy, and will not send you email that you do not want.
We do need to send you the following types of emails, which are a normal part of the booking and purchasing process: confirmation emails that we have received a booking request from you; emails confirming that we have made changes or adjustments you have requested; emails containing itineraries that you have booked, changed, or paid for; emails confirming that payments have been received; and reminder emails should a payment be due from you but has not been received. In addition, when you "opt in", we will send you email newsletters up to two times per month, to inform you of special travel deals, destination information that may tempt you back for another vacation, and various cultural and activity information that you may be interested in. You always have the option, in each newsletter, to permanently "opt out" and stop receiving newsletters.
Rental Cars - Terms and Conditions
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All Car Reservations Must Be Prepaid--FONT>
All car reservations must be prepaid or they will automatically cancel.
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24 Hour Rate Period--
Rates are based on a 24 hour period. For example, if you pick up your car at 2PM on Tuesday and return it at 4PM on Wednesday, that would be considered a 2-day rental because you have the car for over 24 hours.
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Unlimited Mileage--
All car rentals offered by Family Vacations Hawaii provide unlimited mileage.
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Dropoff and Pickup Locations--
In general, all cars are picked up and dropped off at the major airports in Hawaii.
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Taxes, Fees and Insurance--
INCLUDED in our prices: The State of Hawaii 4.16% General Excise Tax.
Some rates also include: State of Hawaii highway surcharge of $3.00 per day; airport concession fee of 7.5-11%, State of Hawaii registration tax of up to 36 cents per day (weight dependent). See the individual car company terms (further below) on whether these additional fees and surcharges are included in your rate.
NOT INCLUDED in any of our rates are the optional Collision Damage Waivers and other optional insurances and waivers which you may select at the rental car counter in Hawaii, additional driver fees, underage driver fees, and any additional charges for child seats, cell phones, etc., which you may request at the rental car counter. You will pay these fees directly to the car rental company.
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Insurance--
Prices DO NOT include the car rental protection plans (insurance.) These plans are OPTIONAL and purchase is NOT REQUIRED. You may purchase insurance from the car rental companies directly when you pick up your car.
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Changes and Cancellations--
If you make changes AFTER you purchase your car booking, but BEFORE you use it, you may add on additional days or upgrade to a higher (more expensive) category and simply pay the additional price. If you subtract days or go to a lower (less expensive) category, you will receive a refund of the difference, less 15% of the refund amount.
To make such changes, please call Family Vacations Hawaii at 888-373-2422 and speak to one of our agents.
If you completely cancel your paid car reservation before the starting date of the reservation, you will receive a refund of your purchase price, less a 15% cancellation penalty.
If you have begun your rental and wish to add additional days or upgrade, you should deal directly with the rental car company and pay them directly, and not call Family Vacations Hawaii.
Once you have begun your car rental, any rental days you do not use are generally non-refundable. Car rentals not cancelled by the first day of travel are also not refundable.
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Minimum Age--
Driver must be 21 years or older. If driver is 21 to 24 years old, an underage surcharge (ranging from $10 to $35) may be charged at the counter. Sorry, but there are no car rentals available from Family Vacations Hawaii to persons under 21 years of age.
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Changes on day of car pick up--
If you need to make a change to your car rental (car category, pick up/drop off time, extra days, etc.) these changes need to be made with the rental car company directly and any applicable fee/charges paid to them directly. Upgrades are generally much cheaper if you originally book your car in the category you want, as opposed to buying an upgrade at the rental car counter.
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International Drivers--
must present a valid, unexpired Driver's License from their home country. If this Driver's License is not in English, a current International Driver's License is required in addition to the national Driver's License.
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Molokai Rentals--
Car rental rates are significantly higher on the Island of Molokai.
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Lanai Rentals--
Car rentals are not available on Lanai. The two main hotels there charge a per person airport shuttle fee (which is additional to their nightly rates) which provides you with shuttle service between the two hotels and the airport and to other island locations.
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Other Terms--
Other terms apply for individual car companies. You will be emailed these terms when you submit an order through the Family Vacations Hawaii web site, or you can view these terms
on our web site.
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All Terms and Conditions for rental cars are subject to change without notice at the car rental companies' discretion.
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