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:

Castle will provide a full refund (not including the $30 + tax non-refundable reservation processing fee) for cancellations at least 1 day prior to arrival for arrivals through 12/18/2020. If less than 1 day to arrival (including no-shows), 1 night plus tax and reservation processing fee plus tax are forfeited.

If a specific unit was booked, Castle will provide a full refund (not including the $30 + tax non-refundable reservation processing fee plus tax) for cancellations at least 1 day prior to arrival for arrivals through 12/18/2020. If less than 1 day to arrival (including no-shows), total payment minus damage waiver plus tax, cleaning fees plus tax, and resort fees plus tax is forfeited.

For guests of all other Castle Hawaii resorts:

Castle will provide a full refund (not including the non-refundable $30 + tax reservation processing fee plus tax) for cancellations at least 3 days prior to arrival for arrivals through 12/18/2020. If fewer than 3 days to arrival (including no-shows), 1 night room rate plus tax and reservation processing fee plus tax are forfeited.

If a specific unit was booked, Castle will provide a full refund (not including the $30 + tax non-refundable reservation processing fee plus tax) for cancellations at least 3 days prior to arrival for arrivals through 12/18/2020. If fewer than 3 days to arrival (including no-shows), total payment (minus damage waiver plus tax, cleaning fees plus tax, and resort fees plus tax) are forfeited.

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.

Castle Cares: Our Commitment to Cleanliness

The well-being of our guests and staff is always our top priority. We are carefully following the State Department of Health’s guidelines and recommendations for prevention and precaution. After careful evaluation of our standards, we are pleased to launch Castle Cares, our enhanced protocols for cleanliness and disinfection. Learn all about Castle Cares.

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