FAQ

The rentals listed on this site are exclusively available for registered guests of The Royal Hawaiian Hotel.  Hotel registration will be verified at the time of check-in.

When making your reservation, you will be asked to provide the hotel confirmation code issued directly by The Royal Hawaiian Hotel. If you do not have your confirmation code, please contact the hotel front desk:

Phone: (808) 923-7311
Email: [email protected]

If you have already checked in and have your room number, you may use it in place of the hotel confirmation code.

Beach Umbrella & Chair Sets for non-guests of the hotel can be rented here through Waikīkī Beach Services.  These sets will be placed on the public beach in front of the Royal Hawaiian Hotel.

Unfortunately, if your friends are not staying at The Royal Hawaiian Hotel, they will not be able to join you at the pool or participate in your reserved service, even if you are a registered hotel guest.

Each set comes with one (1) umbrella and two (2) lounge chairs.  All are preset, numbered, and arranged with adequate space between each set to provide a comfortable and private experience for our guests. Unfortunately, we are unable to add additional chairs to individual sets.

If you have an odd number of guests in your party, we strongly recommend reserving an additional Beach Umbrella & Chair Set to ensure everyone has a seat.

Information Required for Booking:

• Full name of the person making the reservation
• Cell phone number
• Email address (please avoid using carrier-provided email addresses issued by mobile phone companies)
• 7–8 digit hotel confirmation* code issued directly by The Royal Hawaiian Hotel
• Full name of the registered hotel guest associated with the confirmation code (this may be different from the person making the reservation)

*Hotel Confirmation Code must be issued by the Royal Hawaiian Hotel directly.  Please refrain from using code issued by third parties (such as travel agencies or other online booking sites).  If you do not have your confirmation code, please contact the hotel front desk:

Royal Hawaiian Hotel
Phone: (808) 923-7311
Email: [email protected]

If you have already checked in and have your room number, you may use it in place of the hotel confirmation code.

48-hour cancellation policy:

• All booking has 48-hour cancellation policy.  Your modification /cancellation requests must be submitted “BEFORE” 48-hours, this means, the request must be received 3 days before your event date to qualify for the refund.

Trip Protection (non-refundable):

• You may add Trip Protection (8% of service) which allows you to cancel your booking through 8AM of event date.  Trip Protection is non-refundable regardless of when your modifications and cancellations are made.
• Modification of the same day booking of the same day service, such as changing the Beach Umbrella & Chair Set location can be made without fee.
• Modification of your existing booking to a different date or different service will result in “using the Trip Protection.”

Additional Questions:

If you have any questions regarding your booking, please email us at [email protected] along with your 9-digit booking number found in your confirmation email.

If you are looking to make a same-day reservation or a reservation within 48 hours, please contact our activity desk directly at (808) 388-1510.

All bookings made within 48 hours of the activity date are final and non-refundable unless Trip Protection (non-refundable) is added to your reservation. Trip Protection allows you to cancel your booking until 8:00 AM on the event date.

If you are interested in adding this optional service, please ask our staff at the time of booking.

You may certainly utilize the service on the day of check-in and check-out.  Please be sure to provide your valid hotel confirmation code upon booking so that we can verify your hotel registration.

Certainly! Your service is reserved from 7:00 AM through 6:00 PM. During these hours, you are welcome to check in at your convenience whenever you are ready to enjoy your rental.

Your reservation will remain active and will not be cancelled due to a late arrival.

Guests of The Royal Hawaiian may also reserve cabanas and water loungers at the Helumoa Playground Pool. Click here to visit the website and book your rental.

Please note: The Edge Infinity Pool is exclusively available for registered guests of Sheraton Waikīkī Beach Resort.

Yes! We offer a limited number of complimentary lounge chairs around the pool on a first-come, first-served basis.

If a guest leaves their chair unattended, we allow a one-hour grace period. If the guest does not return within one hour, any personal belongings left on the chair will be removed so the chair can be made available for other guests to enjoy.

If you have any questions or need assistance, please visit our staff at the service counter. They will be happy to assist you in a timely manner.

CANCELLATION REQUEST:
All bookings are subject to a 48-hour cancellation policy. To receive a full refund, cancellation requests must be submitted more than 48 hours before the scheduled event date. To avoid any issues, we recommend submitting your cancellation request at least three days prior to your reservation.  

Eligibility for a full refund will be determined based on the date and time of the request, as indicated by the email timestamp or the time of the call.

Contact Information:
Phone # (Service Counter): 808-388-1510
Phone # (Main Office Mon-Fri 8AM-4PM): 808-436-9507
Email: [email protected]
Service Counter: Open Daily 7AM – 6PM

TRIP PROTECTION:
Guests seeking additional flexibility are encouraged to opt in to Trip Protection at the time of booking. Trip Protection is non-refundable and allows cancellations up to 8:00 a.m. on the reserved date, in accordance with the terms and conditions of the protection plan.  If you wish to add Trip Protection after your booking is completed, please email us along with your 9-digit booking number until the day before the reserved date.

Bookings Made at the Service Counter
Please visit our service counter to process a refund to your credit card, receive a cash refund, or request a refund to your room charge. For refunds processed to a room charge, your signature will be required.

Online Bookings maid with Credit Card 
The office is closed on weekends and holidays. Someone will process your request on the first business day. Once we have received your cancellation request, it typically will take 7-10 business days for the refund to process through the banks.

Bookings Made at the Service Counter
Please visit our service counter to process a refund to your credit card, receive a cash refund, or request a refund to your room charge.For refunds processed to a room charge, your signature will be required.

Operating Rain or Shine

Refunds will be issued only in the event of closures due to inclement weather. Inclement weather is strictly defined as unsafe conditions, including storms, heavy rain, flooding, or strong winds. If you are unsure whether conditions will impact operations, please contact us on the morning of your reserved date.  Please do not assume your booking is cancelled and a refund will be issued.  Light drizzle, intermittent showers, or brief periods of heavy rain (commonly known as a “sun shower” or passing squall in Hawaiʻi) do not qualify for a refund. Our rentals operate rain or shine unless the conditions are deemed unsafe by management. If you would like the flexibility to make your final decision on the morning of your reservation (before 8:00 AM), we strongly recommend adding Trip Protection to your booking. This optional service allows you to cancel your reservation until 8:00 AM on the event date.

Pool Temperature & Sun Position

Refunds will not be issued due to pool water temperature or movement of shaded areas. These conditions change throughout the day and vary by season.

Please check in at the service counter located on the Malulani Pool deck. Our staff will verify your reservation and hotel registration and will then escort you to your seats.

Our contact information
Service Counter (Daily 7AM-6PM): (808) 388-1510
Main Office (Monday-Friday 8AM-4PM): (808) 436-9507
Email: [email protected].