FAQs

FAQs

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.

    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 hour cut off time? 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? If emailing us directly, please allow up to 2 business days for us to respond to your request. Once we have received your cancellation request, it typically will take 1-2 business days for the refund to process. Some receiving banks will hold the funds an additional day.  

    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.