If your guest is late in arriving, there is a strong chance that he or she still might call, email, or arrive soon. Many guests do not have access to a phone or have an alternate phone number while traveling, or they may encounter travel delays that could affect their arrival time. Also, please know that HIE is sending all booked customers pre-trip communications to both remind them of their trip date/ time, as well as asking the customer if they have any questions or additional requests of us. Further, our Trip Vouchers are very detailed documents that provide all of the location and activity specific information from your profile.
Rest assured that as long as you've "Accepted" the reservation and it hasn't been cancelled by you or the guest, the reservation is considered active. In the end, should your guest decides to cancel by late notification or simply does not show up, the HIE website upholds and binds the angler to your cancellation policy. Hawaiian Island Enterprises runs the customers credit card for all trip deposits at the time of booking, and will run the customers credit card for your Cancellation Policy amount when applicable. With HIE you are always protected and guaranteed against any late cancellations and/or no shows.
Hawaiian Island Enteprises collects the official check in and departure timed from your listing's details (or at 7 AM in your specific time zone if you have no departure time selected). If any changes are made, always confirm the departure process in the email thread, so that you, your guest, and HIE Customer Service have a clear reference should any issue arise.
Here are a few ways to reach your guest:
- Call your guest on their provided phone number
- Email your guest through their personal email