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Hilo Hawaiian Hotel

At a Glance

The Complete Hilo Experience

Hilo Hawaiian Hotel, Hilo's best full-service hotel, offers outstanding views of the ocean or quaint Hilo Town framed by the backdrop of Mauna Kea. Located on Hilo Bay, and approximately two miles from Hilo Airport, Hilo Hawaiian Hotel is the perfect headquarters for exploring the Hawaii Volcanoes National Park and the Big Island's top attractions. Enjoy incredible views of Mauna Kea, Hilo Town, and historic Coconut Island.

Quick Facts

Check-in times - & - front desk information

  • Check-In Time
    After 3:00 PM

  • Check-Out Time
    Before 12:00 Noon

Front Desk Hours: Open 24 Hours

Getting to the Hilo Hawaiian Hotel

71 Banyan Drive, Hilo, Hawaii 96720
Directions from Hilo Airport (1.5 miles - 10 minutes)

From the Hilo International Airport Access Road, turn right at the first stoplight. Continue straight onto Banyan Drive. Hilo Hawaiian Hotel is the last hotel on the right, before Liliuokalani Gardens. Our street address is 71 Banyan Drive.

Airport Transportation: Speedi Shuttle offers affordable island wide door to door service at a fixed rate, from the airport to all of Castle Resorts & Hotes. Visit the Castle Speedi Shuttle portal and arrange a pickup online.

Credit Cards Accepted

  • MasterCard
  • American Express
  • Discover
  • Diners
  • Carte Blanche
  • JCB
  • China UnionPay
  • BC Global

Frequently Asked Questions

You'll find easy quick answers to your biggest questions about Hilo Hawaiian Hotel below.

Resort & Reservations

Will my credit card get charged?

Yes, your card will be charged the required deposit at booking. If you are booking a non-refundable rate, your card will be charged the entire stay at booking.

Are there any additional fees that I should know about?

No.

Is the deposit refundable?

Yes, as long as the cancellation does not fall within the cancel period.

What is your cancellation policy?

Please refer to our Policies Section below.

How do I modify or cancel my reservation?

To modify or cancel your reservation, please call (800) 367-5004 or +1 (808) 545-3510.

What time is check-in? Check out?

Standard check in time is after 3pm HST and check out is before 12am HST.

Can I request an early check in or late check out?

You may request for early checkin or late checkout, which will be subject to availability. Fees may apply.

I didn't receive a confirmation. How can I check if my reservation went through?

If you made an online reservation, you will be receiving an email confirmation. Please check your spam/junk mail folder if you have not received anything. To reconfirm your reservation, you can call our customer representative at (800) 367-5004 or send us an email resinquiry@castleresorts.com.

Can I upgrade my room?

Yes, you can upgrade to a larger suite or room with a view. Call us at (800) 367-5004 and a customer representative will be delighted to assist you.

Do you have a resort fee, what is the fee, & what does it include?

We do not charge a resort fee.

Are requests guaranteed?

You may make requests at the time of booking. Please note, requests are not guaranteed but we will do our best to accommodate all requests.

Where can I see a complete list of all reservations policies?

Please refer to our Policies Section below.

ROOMS

Do you offer cribs?

Yes, subject to availability.

Do the rooms include internet access?

High-speed Internet access is free.

Do you provide housekeeping service?

Yes, we provide daily housekeeping services for your comfort.

What amenities do the rooms have?

For a full list of amenities, please visit our Guest Rooms page.

Do you offer smoking rooms?

Smoking is allowed from the 8th floor room balconies only.

Do you offer ADA rooms?

Yes we do. ADA rooms are available in all categories. You may request at booking.

SERVICES & AMENITIES

What bath amenities do you provide?

Complimentary bathroom amenities include shampoo, conditioner, body lotion, facial soap, and body soap.

Do you have a pool and Jacuzzi?

We have a pool and it's open from 7:00 am - 7:00pm.

Do you provide beach or pool towels?

Yes, we provide beach towels.

How many floors and elevators do you have?

We have 8 floors and 3 elevators to service them.

What bedding options are available?

All hotel rooms include 1 King Or 2 Doubles. All junior suites include 1 King bed. All one bedroom suites have 2 queen beds.

Bedding selections are provided by request only and we do not guarantee the requested bedding type. We do, however, do the very best we can to accommodate your requests.

Do You Allow Pets?

Pets are not allowed in our guest rooms or resort area, with the exception of service animals. Noncompliance with this policy can result in a penalty fee and dismissal from the property.

DINING OPTIONS

Do you have a restaurant, if not what are the closest restaurants and distance?

Yes, the Queen's Court offers ala carte & buffet breakfast daily and ala carte dinner Monday to Thursday & buffet dinner Friday to Sunday. Waioli Lounge is located in the lobby for grab & go lunch daily and cocktails & appetizers.

TRANSPORTATION & LOCATION

Do you offer transportation?

Public transportations are available from the airport to the property, including car, shuttle, taxi and public transit. Our properties do not offer airport shuttles or transfers.

How close are you to the beach?

Although Hilo Hawaiian Hotel is oceanfront, the beach is not recommended for swimming due to the lava rocks. The closest swimming beach is Reed's Bay, 0.15 miles from the hotel.

How far are you from the airport?

Approximately 1.5 miles.

Airport taxi service?

Yes, we call a taxi for you as needed and requested.

Do you offer parking?

Parking is available free of charge.

Policies

Payment & Cancellation Policies

Payment Policy

All reservations require a deposit to be charged at the time of booking, with the remaining balance due upon check-in. The deposit amount varies, depending on the selected travel dates. For stays from:

  • April 3, 2016 - January 3, 2017 1 Nights Deposit required
  • February 1, 2017 - March 14, 2017 2 Nights Deposit required
  • March 15, 2017 - April 17, 2017 1 Nights Deposit required
  • April 18, 2017 - April 22, 2017* 2 Nights Deposit required
  • April 23, 2017 - December 2, 2017* 1 Nights Deposit required

*For stays 4/20 - 4/23, full payment is required within 10 days following the reservation.

Please note: If your travel dates fall within two policy periods, the larger deposit policy will be applicable.

The credit card used for the deposit must be in guest's name or in the name of a member in the traveling party. The outstanding balance will be collected upon check-in, if not provided prior to arrival. Reservations are not confirmed until the initial deposit and reservation processing fee is received.

Cancellation Policy
  • Cancellation Policy
    • Stays from April 18 - April 23:

      You may cancel your reservation and receive a full refund by cancelling at least 45 days prior to arrival. All deposits are non-refundable for any reservation, which is not cancelled at least 45 days prior to arrival.

    • For all other stays:

      Reservations made for stays including any of these days require a 4 days' notice of cancellation prior to arrival in order to receive a deposit refund. All deposits are non-refundable for any reservations, which are not cancelled at least 4 days prior to arrival.

    • In case of a no show, none of the deposit will be refunded.

General Policies

Packages & Corporate Club

Please visit www.castleresorts.com/package-policies if you have booked a package deal or as a corporate club member to see specific deposit & cancellation policies, package inclusions, and a comprehensive list of all applicable terms & conditions for your selected package.

Taxes and Fees
    • Room rates are subject to Hawaii General Excise Tax and Transient Accommodations Taxes, which currently totals 13.416%
Minimum Night Stay Policy

There is a 3 Night Minimum Stay for stays from April 20 - April 23.

Family Plan
    • Children 17 and under stay free using existing bedding; total occupants including children cannot exceed the maximum occupancy of the confirmed room. Noncompliance with this policy can result in a supplemental per person fee an/or immediate cancellation of the right to occupy the unit.
    • Cribs and Rollaway Beds are subject to availability.
Additional Comfort
    • Free parking is available for 1 vehicle per unit
    • In room high-speed Internet access is free
    • You may use Castle's Island Grocery Delivery Service to order your groceries & have them delivered to your room prior to arrival or during your stay. Visit www.IslandGroceryService.com. Fee applies
Qualified Rates

To be eligible for a qualified rate (Military, Senior, Kama'aina, Government, AAA/CAA, Commercial, Airline employee, Owner Club, Travel Agent, etc.) guests must present a valid form of identification at check-in. If you are unable to provide sufficient identification, Castle Resorts & Hotels will provide you with the best available rate at the time of check-in.

Prepaid Non-Refundable Rate

Castle offers a pre-pay & non-refundable rate for selected properties at various times. To be eligible for this special rate, the full amount must be paid by the time of booking. All bookings are final and may only be altered by a qualified Castle Employee. Cancellation will result in a full stay charge.

Reservation Guarantee

Castle Resorts & Hotels cannot guarantee requests for specific units but will honor such requests when feasible based on availability at check-in. Castle Resorts & Hotels reserves the right to substitute alternate accommodations of a similar or superior room type. All reservations are subject to change or cancellation if rooms become unavailable for reasons including, but not limited to, natural disasters or other acts of nature, damage to the property or maintenance problems, strikes, owner usage, sale of unit, changes in applicable law, or failure of other guests to vacate as scheduled.

On Site Representation

Check-in: after 3 pm
Check-out: before 12 am
Bell service: 6am - 9pm
24 hour Front Desk

Pet Policy

Pets are not allowed in our guest rooms or resort area, with the exception of service animals. Noncompliance with this policy can result in a penalty fee and dismissal from the property.

Additional Terms & Conditions
    • Rates, restrictions, policies and all information are subject to change without notice.
    • Occupancy of the unit is subject to the house rules of the Hilo Hawaiian Hotel, which are applicable to all owners, guests and occupants
    • Castle Resorts & Hotels reserves the right to terminate occupancy without a refund should violations of house rules occur.
    • At least one person from the confirmed party must register at the front desk during business hours and be the responsible occupant for the entire length of stay.
    • No subleasing is allowed.
    • All offers are subject to program availability.
    • Rates are listed in US dollars except where noted otherwise.
    • All published rates are commissionable to travel agents at 10%.