FAQ

Rental Information
Cancellation / Refunds
Location & Contact

RENTAL INFORMATION

I'm not staying at the Sheraton, can I still book a cabana/chair?
Non-guests can book a Rum Fire cabana for $400 for the day (10am-5pm). Cabana users will be able to access the Edge Infinity Pool for the day. Contact michael.piasecki@sheraton.com, or, call (808) 922-442.

Can friends or non-guests join us in our pool rental?
No, pools and the pool facilities are for the sole use of registered Sheraton Waikiki guests. A list with names of all registered guests will be referenced upon check-in. If you would like to have friends/non-guests join you for the day, please see a hotel front desk agent to register non-guest. Fees will apply.

Why is nothing showing up when I enter in my travel dates?
Please try entering in your dates separately, day-by-day, instead of a span of dates. Umbrella set rentals are also available on the public beach thru Waikiki Beach Services and can be purchased here (http://www.waikikibeachservices.com/umbrella-chaise-lounge-rentals/) .

I forgot my password / can't log in to view reservation.
Please click "Log In" at the top of the page and once at the log in site, click on "Forgot Password"? An email with temporary password will be sent to the email address with which you created your reservation.

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CANCELLATIONS / REFUNDS

How do I modify or cancel a reservation?
Cancellations or modifications must be done 48 hours prior to an existing reservation. System will not allow changes within those 48 hours. Please contact us directly at sheraton@umbrella-finder.com if you need to change a reservation within the 48 hour cut off time.

* Log in to your account. 
* On the left hand side of the page, click "Account Overview". A list of your current bookings will then pop up. 
* To cancel and refund a booking, click "Cancel". Select the units you would like to cancel and click "Click Here!" Credit will be issued to your account within 1-2 business days. Please note: you cannot refund a reservation until the payment has gone thru. 
* To change or modify a reservation, click "Modify". Follow the prompts given to make the changes to your reservation. Please note, for changes that span days or units, please contact us at sheraton@umbrella-finder.com and we will be happy to assist. 
* All cancellations will be subject to a 4% service charge.

What if I cancel within the 48 hours of my reservation?
Unfortunately, refunds will not be issued if a reservation is cancelled within the 48 hour cut off time. Exceptions will be made in times of inclement weather. Inclement weather does not include rain or light showers or overcast skies. Inclement weather will only include thunderstorms, lightning or other conditions which would make it unsafe for our guests and team to operate.

I requested a refund--how long til it shows up in my account?
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 1-2 business days for the refund to process. Refunds sent in on a Friday will typically show up in your account the following business day (Monday afternoon).

It looks like my card was charged more than once for the same reservation--what happened?
If your card was declined before being accepted, the attempts to make the charge may still show up on your statement. It typically takes one business day for your bank to clear declined transactions. Please give your issuing bank 24 hours to clear their cache and then check your account the following day. If there is still an issue with an overcharge, please contact us at sheraton@umbrella-finder.com.

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LOCATION & CONTACT INFORMATION

Where do I check in for my rental?
Please check in at the towel desks at either the Edge Infinity Pool or at Helumoa Playground, depending on where you made your reservation. Our staff will verify your reservation and hotel registration and will then escort you to your seats.

I need to speak to someone regarding my reservation, who do I contact?
To speak directly to the activity desk where you will check in for your rentals, please call (808) 931-8813 for Helumoa Playground or (808) 931-8814 for the Edge Infinity Pool.

If you have questions regarding your refund, please call our office directly at (808) 927-7441.

You can also email us anytime at sheraton@umbrella-finder.com

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