FAQs

Frequently Asked Questions

What are the benefits of staying in a vacation home vs a luxury resort?

That’s easy!  Here are a number of reasons why friends and families choose to rent a vacation home instead of a resort hotel:

• More for your money – For about the same price as a hotel room, you get private bedroom suites plus full kitchen, living area, media room and more.  Go ahead, ask for the doggie bag when you eat out and heat it up tomorrow in your full kitchen!
• No resort fee – Hotels and resorts charge a daily resort fee, which can add a full 30 percent onto a hotel bill, and may cover everything from wireless internet to printing a boarding pass.
• Free parking – This is another hotel add on charge and if you’ve ever been to the resorts on Maui, think about how far away that parking spot is to your hotel room!  That’s quite a trek every time you go out to eat – which will be every meal unless you’re willing to pay the exorbitant resort restaurant prices, which leads us right into the next reason:
• Fully-equipped, gourmet kitchen - Each home is equipped with high-end appliances including a Hestan refrigerator, range, dishwasher, microwave and more so you can save a bundle by picking up few groceries on your way in, not to mention the convenience of having a cup of coffee in the morning before everyone else even wakes up.
• Convenience– Hotel guests have to arrange to “meet in the lobby” at a certain time, or come knocking on doors or call to see who’s up and ready.  In our vacation homes, you can relax by the pool, whip up breakfast, or catch up on the morning news while others leisurely get ready for the day’s adventures.
• Comfortable – no need to sit on the bed to watch TV, we’ve got large great rooms with comfortable sofas and covered lanai areas to relax.  There’s plenty of room to socialize or find a quiet spot to catch a nap or read a book.
• Private pool -  No crowds of people hogging up all the chairs or screaming kids splashing (that you aren’t allowed to discipline)!
• Photo ops – Don’t worry about somebody walking in front of your sunset view or photo-bombing your pictures!  These future screen-saver photographs will look like they were Photo-shopped but we know the view is really that spectacular!
• No tipping – In resort hotels, it seems like everyone’s got their hand out!  Valet, Bellman, Housekeepers, Concierge – the list goes on.  When you stay with us, we’re here to offer whatever help and advice you may need because that's just what we do.
• Barbecue Grills  – Everyone loves a backyard barbecue and we've got that covered! Our Napili Beach House has a full kitchen with barbecue grill, burners, refrigeration, dishwasher and sink - on the rooftop overlooking Napili Bay (right next to the rooftop pool!)
• Beach equipment – Surely you’ll want to spend time exploring some of the other beautiful beaches and we make it easy by providing beach chairs, a cooler, beach bag and beach umbrella.  

How do I make a reservation? Is it secure?

Booking your vacation home online is a convenient and secure process. You can do it all online or if you prefer, give us a call and we’ll make the reservation for you. 

Are the minimum nights required?

It never hurts to ask.  For high season, we may hold firm on the minimum nights unless you are inquiring within a few weeks of your arrival.  Because we are a small company, we can make these decisions on a case-by-case-basis.

How close is the beach?

Our Napili Beach House is a very short walk to one of Maui's most beautiful (and lesser known) beach - Napili Bay.  The resort homes in Kauna'oa are a little further but still within walking distance.  We provide beach wagons at all resort homes to help you get your gear to the sand!

What is the difference between renting from a professional vacation rental management company versus renting from a homeowner?

When choosing a vacation rental from an established property management company, travelers can be assured there’s a reputable hospitality business serving them each day.  Guests of professional vacation management companies enjoy all the benefits of traditional accommodations, with many additional amenities and added values that remain unmatched:

•    Consistent quality assurance standards
•    Professionally cleaned and managed properties
•    Emergency contact to call 24 hours a day, seven days a week, for any questions, maintenance issues and more
•    Standard business and secure payment procedures
•    Immediate online availability and confirmations
•    Last-minute availability for short notice bookings

If I have questions during my stay, do I have someone I can call for assistance?

Yes – you have the personal cell phone number of the local Property Manager or Guest Liaison who you will be able to reach 24 hours a day, seven days a week, for questions, maintenance issues, and more.  We also have a Guest View mounted tablet with direct links to report any maintenance issues without even picking up your phone.

When renting a vacation home, will I receive the same services that I’d experience from a hotel, like housekeeping and spa treatments, etc.?

We are happy to arrange for services based on your personal needs, although there may be additional fees.  Inquire about mid-stay or daily housekeeping service, in-home massages, spa treatments, a personal chef to cook or prep meals, pre-arrival grocery delivery services, and child care or anything else that would make your stay more enjoyable.  Your confirmation email will include a link to your personal Concierge who is on hand to help with all of these things and provide local expertise to answer all your questions.

How many people can stay in one vacation home?

Occupancy levels vary depending on the size of the vacation home.  Maximum occupancy is between 10-24 people depending on which home(s) you book.

Can I bring my pets?

Pets are not permitted with the exception of service dogs with proper identification.  Prior arrangements must be made and confirmed with the company. Bringing pets on property without prior approval is subject to a $350 fee.

Can I have my vacation home pre-stocked with groceries or snacks?

Absolutely! Our local delivery company is happy to pre-stock your pantry and refrigerator so you can start your vacation the minute you arrive.    Just ask for this service anytime prior to arrival. It is best to arrange this as soon as possible to ensure availability.

What time is check-in and check-out?

Generally check-in time is after 4:00 pm and check-out time is by 11:00 am, however, because our Napili Beach House is too big to clean and prep in one day, that property offers a noon check-in and a noon check-out.

Can I request an early check-in or late check-out?

Complimentary early check-in should be requested within 48 hours of arrival and is not guaranteed.
Late check-outs (up to 1:00 pm) should also be requested within 48 hours of departure and is based on availability.  
A guaranteed late check-out to 7:00pm is charged a half-day rate and must be arranged upon booking or requested 48 hours prior to departure.  Late check-outs are based on availability and dependent on any scheduled maintenance and cleanings.   Because it takes several hours to prepare the home for the next arrival, guests who do not depart on time may be charged additional fees if there is any delay in turning over the home.

How do I check-in to my vacation rental once I’ve arrived?  

Guests are asked to provide estimated time of arrival a week ahead of time and to text the Property Manager or Guest Liaison (whichever number is on your pre-arrival email) upon landing at the airport.  You will receive a reply text with an estimate of what time the home will be ready for your arrival (we try to get guests in as soon as possible if an early check-in is possible.  We will plan to greet you at the home to provide you with a brief orientation and answer any questions.  For guests arriving after 5pm, we will provide instructions on how to gain access to the home, and will stop by the next day to answer any questions.

Will I have internet access and cable television?

Yes.  Complimentary high speed Wi-Fi internet and HD cable TV is provided.  Bluetooth speakers and/or TV Soundbars that pair to your device for music are also provided at each vacation home.

What should I pack?

Everything is casual in the islands so don't over pack. Less is more in Hawaii.  If you plan to do any shopping, you'll need to save some space in your suitcase anyway.  

Here are some suggestions on what to pack for your Hawaii vacation:

Clothing:

• Bathing suits
• Casual, comfortable clothing (don’t even think of bringing a neck tie)
• Hat - to keep the sun off your head
• If you plan to go to higher elevations like Haleakala on Maui or Mauna Kea on Big Island, be sure to pack a warm sweatshirt or jacket, hat, scarf and gloves. The top of these volcanoes range from over 10,000-13,000 ft. respectively and it gets pretty cold up there.  Summertime will be chilly, but during the winter temperatures can drop dramatically so be prepared.

Accessories and Electronics:   

• Sunglasses
• Camera equipment and charger
• Cell phone charger
• Tablet / reading material

Footwear:

• Comfortable shoes if you plan to do a lot of sightseeing or shopping
• Slippers (flip flops) or sandals (which is considered formal footwear in the islands)
• Hiking boots or sneakers if you plan to hike

Cosmetics and Toiletries:

• Deodorant
• Lotion
• Toothbrush and Toothpaste
• Hair brush and hair ties
• Make up
• Shaving supplies
• Medications and vitamins
• Trial size antibacterial hand soap and wipes for cleaning things like airplane tray tables.

Paperwork:

• Photo ID
• Medical cards, Handicap placard
• Travel and/or rental car insurance information
• Airline confirmation number
• It's a good idea to put a list of phone numbers including credit card company phone numbers, in your wallet in case you're without your phone for any reason.
• Be sure to call the credit card companies ahead of time to notify them that you will be travelling.  This step may avoid having your first charge declined.

Do I need a rental car?

Short answer - Yes.  Our Napili home is located about an hour from the Kahului, Maui airport (OGG) and although this estate is hard to leave, you should get out and experience this amazing island.  There are a number of taxi companies, Uber, tour buses and a local Maui transportation bus that connects all over the island if you prefer not to drive.

Our Big Island homes are located approximately 45 minutes from Kona airport (KOA) and are within the Mauna Kea resort area but again, why come all the way to Hawaii if you don't get out and explore!

Are there any hidden fees?

No.  Everything is outlined in your booking window:  Daily rate, cleaning fee, service fee, and taxes are all that we charge.  A damage deposit hold, put on 5 days before arrival and released 10 days after departure is required.  Nothing is charged, provided there are no damages.

Optional amenities are charged accordingly and include grocery delivery service, private chef, mid-stay or daily housekeeping, etc. These services are by request.

How can I ensure the property is going to be as advertised?

We pride ourselves in providing updated, immaculate residences to our guests and have strict, white-glove cleaning, maintenance and management programs in place to make sure that your vacation home is exceptionally clean and your supplies restocked upon arrival. If something does not meet your satisfaction, give us a call right away so that we can address it. We also make sure that our photography is not edited or exaggerated so what you see is what you get!

What different payment options are available? 

We accept all major credit cards.

How much is required to hold the reservation?

We require a 50% deposit at the time of booking with the balance due 60 days prior to arrival.  You will receive an automated email prior to your next payment being charged.  At that time, you can call us with a different form of payment if you wish.

I'm traveling with a baby/toddler. What amenities do you have available? 

We love having little ones visit!  Our Concierge can arrange for any baby equipment you need and have it waiting for you upon arrival.

What is your cancellation policy? 

Cancellations inside 120 days before departure are subject to our No Refund Policy therefore we strongly encourage guests to purchase travel insurance. Cancellations made outside of 120 days before arrival will receive 50% refund of all monies paid. This Agreement may not be canceled by the Guest without forfeiture except as outlined in our Terms and Conditions which covers special circumstances.  

Can we host a wedding ceremony or throw a party at your rental?

Sorry, but no. Quiet gatherings of up to the maximum number of people plus 10 are allowed provided there is no amplified music, fireworks, or other loud noises that could disturb the neighbors.  Quiet hours from 9:00pm - 8:00am daily are strictly enforced.

Are you able to help with activities?

Yes!  Our Concierge is always happy to help arrange any activities you are interested in.  Her contact info will be on the confirmation email so you can reach out to her directly with any questions you may have.  She will get right back to you with all kinds of information and helpful tips.

Are the pools heated?

Our Napili Beach House pool can be heated by the control mounted on the wall near the pool. 

Please inquire about heating our Big Island pools.

What supplies are included?

Please visit out Guest Services page to see what we supply in our vacation homes.  Should you not find something on the list, that you need, let us know. We may be able to provide it for you.  Upon arrival if you discover something not working or missing, please let us know so that we can replace it for you.

Do you work with Travel Agents?

Yes, If you are a travel agent with valid IATA number, please click here.

Return to Guest Services