You are very important to us and we care about the well being of our guests and employees. Please adhere to these temporary COVID-19 guidelines.
- Facemasks that cover the mouth and nose are required for all guests. Young children unable to keep their face masks on or guests with a medical condition that prohibits the use of a face mask, will be exempt form the face mask policy.
- Hand sanitizers are on each Roberts Hawaii vehicle readily available and encouraged to use for all guests
- Seating capacity for Shared Transfer has been reduced to 50% to accommodate social distancing. Changing of seats or moving to an unopened blocked off seat is not allowed.
- Temperature checks are mandatory prior to boarding. If guest has a temperature, they will not be allowed on the vehicle and will be asked to return back to their lodging property and self isolate. (Departure Only)
- Boarding is done from rear to front to minimize cross contamination.
- Please be informed of Hawaii’s local mandates before coming to our islands. For more information on Hawaii’s local COVID-19 regulations, Click Here
By using our website and our services, you agree to be legally bound by the terms set forth here and included through reference. If you are using our website and our services on behalf of an entity, you must be authorized to accept these terms on their behalf and they must agree to indemnify you and Roberts Hawaii Tours for any violations of the terms herein. You must agree to all terms to use our website and our services.
The terms apply to Roberts Hawaii, Inc., Roberts Hawaii Tours, and/or its affiliates including but not limited to all of our tours, activities, products, facilities, transportation, services and websites. Additional terms and conditions may apply and in the event of a conflict, prevail over these terms.
The Order Process
You will have the opportunity to review and confirm your order, including payment method and product details. We will send to you a notice when we accept your order and our acceptance will be deemed complete and for all purposes to have been effectively communicated to you at the time we send the notice. At such time, the contract for sale will be made and become binding on both you and us.
We reserve the right to refuse or cancel any order prior to delivery. We also may require additional verification or information before accepting an order. We will contact you if any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after we have processed your payment but prior to delivery, we will refund your payment.
Changes in reservations
Arrival reservations are valid only for the date specified; departure reservations are valid only for the date and time specified. When changing any part of your reservation including date, time, pick-up or drop-off location, and number of persons in the party, rates are subject to change.
It is your responsibility to ensure that accurate information is provided at the time of booking. Roberts Hawaii will not be responsible for mistakes made by guests. We understand that mistakes do happen. You will receive a confirmation email with details of your reservation. Please carefully review this and let us know immediately if you need to make any changes.
Full payment is due at reservation to secure your seat and payable in U.S. dollars unless noted otherwise. You will receive a confirmation code with each successful booking. Please keep this code handy and reference it when calling for changes or assistance.
When you provide payment information, you represent and warrant that the information is accurate, that you are authorized to use the payment method provided, and that you will notify us of changes to the payment information.
For the protection of our customers, Roberts Hawaii does not accept cash payments for most of our services. We accept credit and/or debit cards. For web orders, only credit cards are accepted. Where cash payments are accepted, reservations are all sales final. Please note that we are unable to issue refunds on cash payments.
International charges/payments to Roberts Hawaii are denominated in US Dollars (US$) when charged. Exchange rates are subject to policies of the individual card issuer.
Requests to delay pick up times
When making your reservations, the system will automatically calculate your best pick up time. If you should choose pick up times outside of these, you do so at your own risk. While the journey itself without traffic may be shorter, we frequently see unexpected traffic delays. The different airlines have policies on how early you have to check in before your flight, we have had numerous incidences that we tried to accommodate guests who wished to be picked up later and did not make it within that hour. Roberts Hawaii is not responsible for missed flights.
Flight Cancellations and Delays
We collect your flight information at the time of booking to help us track your flight and assist with your transfer. Please contact our team with flight cancellations, changes, and delay information as soon as possible so that they can make adjustments to your booking.
Delayed or Missed Pick-ups
On departure transfers, guests are advised to be at pick-up location at least 5 minutes before designated departure time. Please double-check your flight departure times. Roberts Hawaii is not responsible for missed flights. Please also provide us a 5 minute grace period for unexpected traffic conditions.
Natural features & phenomena are subject to seasons or weather and are out of our control. Roberts Hawaii is not responsible for significant delays due to traffic, weather, road conditions, or other unexpected circumstances. We reserve the right to cancel or modify scheduled transfers. Roberts Hawaii will not be responsible or liable to any individual utilizing our transportation services for delays, injury, loss, accident or damages to person or personal property beyond our control.
On reservations made by credit or debit card, cancellations must be made within 24 hours of the scheduled service and will result in a 10% service charge. Please allow 10-12 working days for refunds to be processed back to your card. Cancellations made in a shorter period of time (less than 24 hours prior to the day and time of service) will result in a 100% charge being incurred (NO REFUND).
The scheduled day of service for Roberts Hawaii Airport Transfer Round Trips is defined as the first date of service of the round trip booking. Thereafter, a full charge will apply if the return is cancelled.
Reservations paid by cash are all sales final, we are unable to issue refunds for cash sales.
Provision of Service
It is your responsibility to be aware of and abide by state and federal laws at all times. Roberts Hawaii assumes no liability for guests actions while on the transfer service. Please note that smoking is not allowed on any of our vehicles pursuant to Hawaii State Law HRS328J.
Americans with Disabilities Act
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.
Luggage and Personal Items
If you are traveling with valuables, prescription medication, and other important personal items, please keep them with you during the transfer.
Normal wear and tear is typical of handling during the transportation process. Roberts Hawaii is not responsible for damages such as broken pull handles/straps/wheels/feet, or damages that incurred as a result of improper packing, or fragile items.
Roberts Hawaii assumes no liability for damaged baggage, except as baggage is in transit, in which case the maximum liability is $100 for any single piece and $250 for any single guest. In no case shall Roberts Hawaii’s liability exceed the limits shown above or the cost of repair replacement or actual cash value, whichever is lower. Guests must report significant damage or loss of any personal items during the transfer service immediately to CustomerService@robertshawaii.com within a 24 hour window from the service. Roberts Hawaii reserves the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.
Lost Luggage and Items
Guests are responsible for their own luggage and belongings. Roberts Hawaii assumes no liability in the event of loss or theft of such property and will not be responsible for any losses incurred as a result.
Roberts Hawaii is not liable for lost items left behind on any vehicle, guests are advised to check their seat carefully before disembarking and their luggage carefully before leaving. However, whenever possible, Roberts Hawaii does want to reunite guests with their lost items. Please contact CustomerService@robertshawaii.com immediately. Any fees incurred in returning a left behind item must be paid for by its owner.
Claims and Compensation
We strongly encourage feedback on the service, both good and bad. Upon receipt of negative feedback, we will investigate and provide a resolution. If it is determined to be Roberts Hawaii’s fault, resolution typically includes compensation in partial or complete refund, reservation credits towards a future service, or other means.
No action shall be maintained for loss or damage to a passenger’s property or for delayed or missed pickup unless notice of the claim is presented to the carrier within twenty four (24) hours of the occurrence of the loss, delay, damage or injury and unless the claim is actually filed in writing within thirty (30) days of such occurrence. All other terms and conditions are based on our filing with the Hawaii Public Utilities Commission and the Department of Transportation of the State of Hawaii.
Compensation Following Service Failure
In many cases where a taxi was taken, instead of a refund of the original reservation, we will reimburse your taxi fare. Please retain and provide a copy of the taxi receipt for documentation.
Once refunds have been approved, please allow 10-12 working days to see it reflected in your account.