Trilogy FAQ: Most Frequently Asked Questions Sailing With Us
Trilogy Fleet
Aloha! We have put together a list of our most frequently asked questions in order to provide fast and easy answers. Buckle in because we have a lot to cover! If you are looking for something specific, we recommend clicking Ctrl + F or Command + F (for Mac) on your computer and typing in a key word. If there is anything we do not cover in this list, please feel free to drop a comment below, or contact our office, and we’d be happy to answer whatever is piquing your curiosity.
General Questions
What is your standard cancellation policy?
To receive a full refund, please call to cancel or reschedule your tour at least 24 hours prior to your departure time.
If it is within 24 hours, please notify us immediately to discuss your situation. In most cases, within 24 hours, refunds will not be allowed.
Do you offer any guarantees?
Peace of mind: Our primary goal is your safety and satisfaction. We are known for our Ho’okipa (hospitality) and work hard to give you an incredible experience. However, if you are sorely disappointed with your tour experience, please contact us directly and provide any feedback you wish to share. We do listen!
What do I need to know about beach loading?
Beach loading is boarding a catamaran off the beach by way of a swim ladder instead of a dock/port. All our Ka’anapali tours require beach loading.
Beach loading requires physical agility. You must be able to move quickly through soft and wet sand and up a steep ladder.
You will get wet. Potentially even up to your waist or higher. Long pants or long dresses are not advised.
Safety is our main concern. If you have mobility issues and are unable to walk up the ladder safely, we will try to reschedule you for an alternate tour.
Footwear must be removed for loading / unloading.
Keep a hand free for the railing - bring backpack or shoulder bags. No loose towels.
Protect electronics in a water-proof bag.
Guest with any sort of Mobility issues, or who require assistance of any kind to walk should not beach load. Don’t put yourself at risk! Book a tour out of Ma’alaea instead.
If you would like to read more on our Ka’anapali Beach loading, click here.
WIll I be likely to get seasick?
If a passenger is prone to motion sickness (car, plane, boat, etc.) we offer natural and over-the-counter remedies to be taken at a guest’s discretion. The current recommendation is to take the recommended dose, 2 hours before the trip. Please read the labels and use with care. We recommend sitting outside and near the back of the vessel to improve chances of avoiding sea sickness. Avoid the cabin area and the restrooms. Avoid looking at your phone or reading a book as that can amplify the effects. Our crew are well-experienced with making you feel comfortable so if you happen to be feeling the “motion of the ocean”, please alert a crew member right away.
We recommend buying these goggles if you know you are prone to sea sickness- they really do work!
Which sunscreen is the best to use?
The best sunscreen, is NO sunscreen.
At Trilogy Excursions, we prioritize ocean and skin protection. According to NOAA, no sunblock is scientifically proven to be entirely “reef-safe.” However mineral sunscreens containing non-nano titatnium oxide or zinc oxide seem to be less harmful to corals. However, eveb mineral-based sunscreens involve a chemical processes. That’s why we recommend covering up instead of relying solely on sunscreen.
Instead, use sun management such as hats, neck buffs, and UPF-rated sunshirts which provide a reliable barrier and reduces the need for excessive sunscreen application. These can be worn in and out of the water. By choosing sunshirts and a limited amount of mineral-based sunscreens (for the small sensitive areas like your lips and nose), you can enjoy the ocean while minimizing the potential impact on coral reefs.
O Ka pono o nā Kai: Do what benefits the ocean!
How do I know if my sunscreen is safe for the ocean/Coral Reef’s?
There is no set regulations for what deems sunscreen “reef-safe,” however, you can usually determine if it is harmful or not based on the active ingredients being used. Look for mineral-based ingredients, typically zinc oxide and/or titanium dioxide are good. The size of minerals can also have an impact. Be sure to use micro-sized (or non-nano) mineral sunscreens. It’s also highly advised to stick to lotions and avoid spray or misting sunscreens.
Which ingreDIENTS in Sunscreen are harmful for the reef?
Here is a list of banned ingredients that you should stay away from and not bring to Maui:
Oxybenzone (illegal in Hawaii)
Octinoxate (Illegal in Hawaii)
Octocrylene
4-methylbenzylidene camphor
PABA
Parabens
Triclosan
Help us keep the reef beautiful by not wearing any of these chemicals in our waters. Mahalo!
IS THERE SHADE ON trilogy BOATS?
All of our vessels have either covered cabins or awnings or both. We recommend bringing additional sun protection like sunglasses, a hat, sun shirt, light jacket, and towel.
is there a place where i can store my personal gear while sailing?
All the vessels have ample storage area for personal gear.
What happens if there is bad weather?
Our primary goal is your safety and satisfaction — we can promise smiles but not sunshine. Not every day is sunny, and we don’t always cancel for rain: island weather can be very deceptive— i.e. it can be raining and windy a couple of miles north of Lahaina, but calm and sunny in Lahaina and on Lanai. If for some reason we do have to cancel a tour, we will send out an email describing the circumstances and start calling all of the guests who had booked the cancelled excursion aiming to get you guys rescheduled and out on another boat!
How many passengers go on your boats?
Generally we take 40-50 passengers on our 55-65ft. catamarans.
How far in advance fo we need to make reservations?
We recommend making reservations as soon as you have your airplane tickets booked. We offer a very generous cancellation policy so if you had to cancel your trip, let us know greater than 24 hours to your departure day, and we will give you a full refund.
We do sell out, so the sooner you can reserve your seat, the better!
Is gratuity expected on a trilogy tour?
Our crew are in the hospitality and service industry, making and serving drinks and food just like if you were at a restaurant. If you’d like to express appreciation for excellent service received the crew split all gratuities equally. Any gratuity amount is entirely up to your discretion and based on your satisfaction with the service provided. Cash is appreciated over the digital methods; however, they do accept Venmo’s.
I would like to get a job with trilogy- what should i do?
We are always looking for quality crew. The best way is to come in personally and interview with us. We recommend to call us at 808-661-4743 X 7029 and ask for a job application. Or you can email us at hr@sailtrilogy.com
if advance booking is necessary can we book online or by phone only?
The most convenient way is to book online. If you have any issues with your booking, or just prefer to book over the phone, please call us!
Our phone lines are open:
Monday-Friday between 6am-5:30pm HST
Saturdays and Sundays between 8am-4:30pm HST
Please call 808-874-5649 to speak with one of our fantastic Reservationists.
Do you have towels?
No, you will need to bring your own towel or you can pre-purchase a towel from our Trilogy Store and we will have it on the boat waiting for you (if you do this please make a note of it in your reservation when you book.)
Where can I find your recipes?
All of our recipes can be found on our blog.
Are there any specific rules or guidelines for groups traveling together on a trilogy tour?
While we do not have specific rules solely for groups joining a public tour, we encourage all guests, including those in large groups, to follow general etiquette guidelines. These guidelines include being respectful, considerate, and mindful of their noise level throughout the tour. We also encourage groups to tip their crew individually based on your satisfaction with the service provided.
If you are a group of 20 or more, we strongly urge you to consider a Private Charter! Request a quote here.
Is it possible to have a private charter for our group?
Yes! Private charters for any size group may be available upon request. Please fill out our Charter Request Form or contact our Sales Manager 808-874-5649 X 7018 to inquire about private tour options, availability, and pricing.
Snorkeling / Tour Questions
Do you provide snorkel equipment and/or can i bring my own?
With over 50 years of experience operating snorkel excursions, we are pleased to provide a great selection of quality snorkel equipment for our guests that is in alignment with our safety practices. If you do choose to bring your own, please note, we do not permit the use of any full-face masks on our tours. Mahalo!
DO I have to snorkel?
We love getting first-timers into the water and our Crew are trained to assist new snorkelers to have a safe and enjoyable experience. With that being said, you can absolutely choose not to snorkel if you’d rather relax on the catamaran. If you are traveling with others who are snorkeling, you will be able to watch them in the water from the deck of the boat! If you choose not to snorkel, we do not offer a discount on your tour.
Are flotation devices required?
For safety purposes we require our passenfers to wear a type of flotation while snorkeling. We offer two comfortable optons for guests to choose from:
A buoyant flotation belt or
A non-buoyant inflatable vest. This option allows you to freely dive down below the surface.
Where does the discover kaanapali tour snorkel?
During the summer months we typically go north to Honolua Bay, and in the winter south to Olowalu. West Maui offers several miles of coastline with numerous snorkeling spots. To learn more about these snorkel spots please click here.
Which site has the best snorkeling- molokini or lana’i?
Both sites are considered excellent. Molokini has some of the best and most consistent water clarity in Hawaii. However, it can get a bit crowded (one of the reasons we get such an early start!) Hulopoe beach on Lana’i has been called one of the top 10 dive sites in the world. We are the only company with permission to bring visitors to this incredible spot! Most of the time the diving and snorkeling here is as good as it gets. There are a few days during the summer months when surf from the South Pacific reduces the visibility. But 95% of the time, the diving and snorkeling here is world-class! If you are looking for a full-day trip go with Discover Lanai, if you want a shorter (but still amazing) trip, go with Discover Molokini.
We are going on the ka’anapali trip. is there parking available?
Parking is available at the Sheraton Resort Maui (2605 Ka’anapali Pkwy, Lahaina, HI 96761) parking structure. (MAP)
Parking is $15 with Trilogy validation.
What trip is best for first time snorkelers?
We are used to introducing many people to snorkeling. However, you must be comfortable swimming / being in the water. We recommend practicing at your hotel or in a pool before trying for the first time in the ocean.
For beginner snorkelers, we recommend our Discover Lana’i excursion— snorkeling off a beach or practicing in a large tide pool seems to be people’s preferred choice for beginners.
Can i wear contacts while snorkeling?
Thousands of our guests have snorkeled wearing contacts. We also have prescription masks with a wide range of optics.
Can i snorkel with glasses?
We have Optical masks with a wide range of magnification.
Can my 80-YEAR-OLD mom snorkel?
We will do our best to assists our guests within their abilities! Remember open-ocean snorkeling is an at-risk activity and does require some skill and good health.
Is there shade on the beach on Lana‘i?
Yes, lots of palm trees! However, we recommend bringing additional sun protection like sunglasses, a hat, sun shirt, light jacket, and towel.
Where can i change?
All our vessels have changing areas / bathrooms. However, we recommend you arrive already wearing your bathing suit.
Are there bathrooms on the boat?
Yes, all of our vessels are equipped with two heads (restrooms).
Everything kids
Do you have special rates for kids?
Children ages 3-12 and Teens ages 13-17 receive discounted rates on ticket. Please check the individual tours page for exact rates. Children under the age of 3 sail for free!
is your trip suitable for young children?
As a family owned business we are especially aware of the seafety and needs of children of all afes. Most kids can learn to snorkel as early as 2-3 years old. We recommend the Discover Ka’anpali or Discover Lana’i as the most Family-friendly tours. All our boats are USCG certified which means they are SAFE! In addition we do provide snorkel gear for ages 4+ and flotation devices for kids 2+.
We recommend parents who have small children who are not yet comfortable swimming, bring their own puddle-hoppers or lifejackets that your child is most used to wearing.
Can i bring my baby?
We do not have an age limit on any of our tours. However, you must not walk around a boat with a child in your arms. Infants in arms can pose a severe safety concern, and walking around a moving boat is challenging in itself. People on boats have fallen on their kids before which has resulted in severe injury— so be careful. If you do bring your baby, please make sure they (the baby) can be securely worn on your body via a baby carrier/ergo. Parents have brought on their baby car-seats as a portable option too (never leave your baby/child unattended.) We’ve had infants only a few weeks old, join us on sunset sails! On all our excursions, children under the age of 2 are free!
Do you have life jackets for my kids?
We can provide both kids jackets and/or ski belts for on board and in water activity for kids 3+. We do recommend parents bring their own puddle-hoppers or life jackets that their small kids are used to wearing.
will you watch my kids while my husband and I try snuba?
Our crew love children but they are not babysitters. Please schedule your dives separately so one parent can stay with the children.
Discounts and Merchandise
Do you offer any special rates for military/first responders/seniors etc…?
The following discounts are applied when you book over the phone (808-874-5649). You must be able to present a valid ID to confirm the requested discount.
Military Discount: 25%
Nurse, Police, Paramedic, Teacher: 20%
Kama’aina Discount: 25%
Active Senior Discount (ages 65+): 10%
Veterans: 25%
Do you have Gift certificates for Sale?
Yes! We provide gift cards by monetary amount or by Tour type. Click here to purchase one now!
Do you sell trilogy crew shirts and other merchandise?
Yes! You can use our secure online Trilogy Store to browse our retail and place orders for Trilogy merchandise. You may also shop in person at our Headquarters and Retail store located at 207 Kupuohi St., Lahaina, HI 96761. We look forward to seeing you!
Do you offer internet discount?
Any promotional or seasonal discount we offer will be through our Loyalty Email List! We do not spam and only send content that pertains to Maui and Trilogy!
In addition you can follow our social media platforms for last minute deals! Instagram or Facebook.
snuba® Questions
Do you offer SNUBA®?
Yes! SNUBA® is currently offered on our Discover Molokini tours. Please contact us at reservations@sailtrilogy.com to check availability and add SNUBA® to your reservation.
What is the youngest age you would allow for snuba diving if the parents were going to join the dive as well?
Regardless if parents join the dive or not, children must be a minimum of 8 years old.
What is SNUBA®?
Snuba is a hybrid between snorkeling and scuba diving, pictured above— perfect for guests who want to explore deeper without the hassle of getting a scuba certification. It stands for Surface Nexus Underwater Breathing Apparatus. Instead of wearing a heavy tank on your back, the air tank sits on a small raft at the surface. You’re connected by a hose (about 20-25 feet long) and wear a lightweight harness, mask and fins. Learn more about if SNUBA® is right for you by clicking here and watching the video below.
Marine Life questions
When do you see whales?
The Humpback whales arrive in Hawaiian waters sometimes as early as October and stay until mid-April. From late December through early March, we see whales almost every day. Our whale season officially kicks off on December 15th- Book your Whale Watch today!
How often do you see dolphins?
Dolphins, both Spinner and Bottle-Nose are in Hawaiian waters year-round. Depending on their feeding cycles, we can see dolphins almost daily on our Discover Lana’i Excursion.
Can we swim with the dolphins?
Trilogy adheres to the Dolphin SMART guidelines of not approaching dolphins closer than 50 yards. Swimming with dolphins is considered by some to be harassment so while we don’t offer swimming with dolphins, we often will come across one of the resident pods of spinner dolphins on man of our tours. We see them most commonly on our Discover Lana’i Tour.
What about sharks?
Trilogy does have a “shark protocol”. Reef shark sightings are a rare yet welcome occurrence. People always have concerns about larger sharks in our waters, and yes, we share the same ocean, however in our 50+ years we have never had our crew or a guest’s safety compromised by an encounter with a shark.