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Turtle Bay's blog


Posted on Fri, 2020/03/13 - 12:55pm by Laura Purdy


Updated March 8, 2021 - subject to change:


Turtle Bay Resort takes pride in honoring its core value of mālama (to care for) by being committed to protecting the well-being of guests, employees, and North Shore community.  As a result, we are doing everything we can to ensure your travel safety and to provide maximum flexibility as the situation around novel coronavirus (COVID-19) continues to evolve.  


We are taking this opportunity to transform the resort’s pool deck, landscaping, lobby, and dining outlets.  As such, we are now accepting reservations for stays beginning [July 1, 2021 and onward.  To learn more about the transformations arriving this summer, click here >>

As of March 1, 2021, we have made the following adjustments to our cancellation policies:

Existing Bookings:

  • For stays through June 30, 2021,  – Guests who have pre-paid for their stay and have booked directly through the resort will receive a full refund for their reservation. Refunds may take up to 10 days to process, so we ask for your patience and understanding.
  • For stays from July 1, 2021 on – The normal cancellation policy stands. No penalty if the reservation is canceled prior to (14) days of your arrival. For reservations canceled within (14) days, the penalty will be the full stay. Special holiday and year-end policies remain as originally stated. Please refer to your confirmation for details.

New Bookings:

  • Normal (14) day cancelation policy remains in effect for all new bookings. Special holiday and year-end policies differ and are subject to change. 

Our reservations team remains available to assist with reservations for stays from July 1, 2021, onward. We apologize for any inconvenience and mahalo for your understanding during this time. For questions related to an upcoming reservation, please call the resort directly at 808-293-6000, 866-827-5327 or by email.



BENCHMARK®, a global hospitality company, places the health and safety of our guests and employees as our highest and most important business priority. We have undertaken a number of actions and initiatives to address the ongoing COVID-19 Coronavirus concerns.  Click here to review all Activity & Awareness Updates


Anonymous's picture
Hello. We are traveling from Ohio in 8 days. Given the quickly evolving situation, are you waiving cancellation fees?
Anonymous's picture
How about Taiwan? If I cancel my booking, can I get full refund, my original booking is nun-refund and can’t be changed. My stay is 4/1-4/3, booking name : Ming Lun Kuo.
Anonymous's picture
Are you working with customers to change their dates without penalty? We have a trip planned for the end of March but may have to change our dates. Thank you
Anonymous's picture
We have submitted a request to cancel with no confirmation. Can you please confirm?
Anonymous's picture
We are suppose to leave Wisconsin on Thursday to come to Hawaii. What do you recommend we do?
Anonymous's picture
We are scheduled to be at Turtle bay 8/10- 8/15. Will you be providing free cancellation if needed at that time - for Covid-19? Or do I need to purchase cancellation insurance? How do I do that?
Anonymous's picture
Thank you for keeping us informed. We are currently scheduled to fly there on March 28th, so I deeply appreciate your blogging. I can imagine that visitors are essential to your business, and we really want to be there! Again, thank you for keeping us informed. Sincerely, Minnesota girl trying to make it to Turtle Bay
Anonymous's picture
I have just read your advisory on CORONAVIRUS ACTIVITY & AWARENESS UPDATE. We were so looking forward to making our return visit to Turtle Bay and ever hopeful we would still manage to make the journey. Sadly UK government has just announced we fall in a group that requires us to stay at home for the forthcoming 12weeks during the Coronovirus outbreak. This will impact our direct reservation for our stay at turtle bay and I would like to ask if you will extend the cancellation fees waiver to UK guest also?
Laura Purdy's picture
If you are having difficulty reaching the Reservations Department by phone, they can also be reached by email at [email protected]