Cancellation Policy

Cancellations must be made by 12 noon, the day prior of scheduled service and will result in a 10% service charge. No refunds provided for cancellations occurring after 12 noon, the day prior of scheduled service. No-shows will not be refunded.

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Last Minute Bookings

Please be aware that these bookings are subject to confirmation. If this is a same-day or next-day booking, there is a reasonable chance this will not be confirmed. For bookings that are confirmed, there will be no cancellations or refunds.

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Restrictions

• This tour is not recommended for guests in a wheelchair. Many of the stops are on rock, gravel, and sand.
• If you require any special accommodations due to disability, please include them under the comment section at the time of booking.
• If you require a wheelchair accessible vehicle, the type of wheelchair must be included in the comments section when booking online or by directly calling Roberts Hawaii. 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 disabled travelers.

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Frequently Asked Questions

Casual, comfortable attire is appropriate.  If you are visiting higher altitudes, it does get cold so please bring along a light jacket or sweater.  Please refer to the Additional Instructions section of your specific tour page for additional instructions.

What time will I be picked up from my hotel?
The pick-up time differs depending on your location/hotel.  Please refer to your confirmation email for the time and arrive at the pick-up location 10 minutes prior to pick-up.

Where will lunch be held?
Lunch is held in different locations depending on the tour.  The locations have been carefully selected to enhance your tour experience.  If you have special menu requests, please let us know at least 48 hours in advance.

What is the bus size for each tour?
The size of the vehicle varies based on the tour and number of guests.

What is the duration of the tour?
The length of the tour varies based on the tour.  Please refer to the specific tour page for average departure and return times.

Are the tours ADA accessible?
Yes, most of our tours are ADA accessible, however, there are locations that we visit that are not.  Please check for ADA accessibility on your specific tour page.  We do need at least 48 hours advance notice to schedule a wheelchair accessible vehicle.

Will I be required to provide proof of my registration?
The greeters and drivers will have your name on file.  It is recommended but not required that you bring along a printed confirmation or note down your reservation number for quick reference.

Will the coach bus be comfortable?
We are constantly updating our fleet with the most current and advanced vehicles to provide you with an outstanding touring experience.  All vehicles are air-conditioned and provide great views.

Do you have restroom facilities on the bus?
Please note that there are no functional restrooms onboard the tour vehicles. The tour makes scheduled restroom stops for the comfort of our guests and to allow smooth operation of the tour. If you need to use the restroom between these scheduled stops, please let your driver know. Please understand that there are limited locations we are permitted to stop for guests to use the restroom.

What are your drivers like?
Our drivers are safety professionals.  They are responsible for providing safe, prompt, and efficient transportation for all of our guests.  They have been trained to deliver courteous and professional service with the Spirit of Aloha.

What kind of training do the drivers complete?
Our drivers all complete a strict regulatory training program where they are licensed to drive the vehicles they operate and meet Federal, Department of Transportation and Roberts Hawaii requirements for safe vehicle operation. Tour drivers complete ongoing Hawaiian studies courses and are knowledgeable in the history and culture of Hawaii. All drivers also complete Service Excellence training to ensure they create an exceptional guest experience.

Are gratuities included?
No, gratuities are not included in the cost of the tour.

Do I need a car seat for my children?
Under HI Rev Stat § 291-11.5 (2011 through Reg Sess), operators of emergency, commercial, and mass transit vehicles are exempt from child passenger restraints.

 Is smoking allowed on the bus?
No, smoking is not allowed on the bus pursuant to Hawaii State Law HRS328J. In addition, there is a smoking ban now in effect in all Hawaii State Parks. As a new law – Act 123, SLH 2015 – went into effect as of July 1, 2015. *The ban includes smoking, including electronic cigarettes, and all tobacco products in all state parks in Hawaii. It applies to all areas of the parks, including beaches, picnic and camping areas, trails and roadways.*

Do you have special rates for children that do not occupy a seat?
Unless otherwise stated, children under the age of 4 years old (or 2 years old for one-day tours) are complimentary if they can be securely held on their guardian’s lap. We do not provide child seats. If the guardian requires a seat for the child under the age of 4, the regular rate will be applicable.

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