Updates to Castle's Cancellation Policies Due to COVID-19

Book with Confidence

We know your travel plans may be impacted by the evolving coronavirus (COVID-19) situation. We are dedicated to making sure you have the utmost peace of mind when booking with us, especially in these unique times.

Our Revised Cancellation Policy

For guests of Hilo Hawaiian Hotel, The ISO, and Waimea Country Lodge:

We will provide a full refund for cancellations at least 24 hours prior to arrival for arrivals through 6/30/2020.

For guests of all other Castle Hawaii resorts:

We will provide a full refund for cancellations at least 72 hours prior to arrival for arrivals through 6/30/2020

Should you have any questions or wish to discuss an existing reservation, please call toll-free +1-844-596-1749 and select Option 1.

Travel Information Update: Hawaii Governor office calls for a 14 Day Mandatory Quarantine for All Incoming Hawaii Visitors, more information here.

Our Commitment to Cleanliness

The well-being of our guests and staff is our top priority. We are carefully following the State Department of Health’s guidelines and recommendations for prevention and precaution. Among these measures:

Employee Education – we are working with our team to provide enhanced COVID-19 awareness training and to reinforce standards for hygiene such as frequent handwashing and recommended respiratory etiquette.

Cleaning Products and Protocols – within all common areas and the individual units, we are using cleaning product and protocols that are effective against the spread of a wide number of viruses, including COVID-19.

For more information and to stay current on COVID-19-related news, visit the Hawaii Department of Health website or the Centers for Disease Control and Prevention (CDC) website.

Social Distancing Practices

As we are encouraging social distancing, our resorts & hotels' amenities will be temporarily closed. Where applicable, the following amenities will include but are not limited to:

  • Pools
  • Fitness Rooms
  • Tennis Courts
  • Restaurants & Bars
  • BBQ Areas & Picnic Tables


  • In addition, while you're a guest at one of our resorts & hotels we kindly ask that during your stay, you maintain a minimum of 6 feet between your group and others at the following:

  • Lobby Seating
  • Hallways & Walkways
  • Lounge Chairs
  • Beaches
  • Lawn Areas