Common Questions about Vacation Rental Homes

Frequently Asked Questions

Q: How do I book a home?
A: You can either make a booking directly on this website by using the "check availability box" to the left. Or you can call our office at 808-283-1385  and we will be glad to help you.

Q: What time is check-in?
A: Check-in is anytime after 3:00 pm.

Q: What if I am arriving late?
A: We understand if you need to arrive later in the day – that is not a problem. You can access your vacation home anytime after 3:00 pm.

Q: What time is check-out?
A: Check-out time is 11:00 am.

Q: Can I have a late check-out?
A: Late check-out is based on availability. It is based on when the next person will be checking in. We will not be able to reserve a late check-out in advance. The only way to guarantee a late check-out is to book an additional night.

Q: Where are you located?
A: Maui Kaanapali Villas and Mahina Surf are within a few miles of each other and are located in the heart of Kaanapali, on the west side of Maui, south of Kapalua. Please refer to our Driving Directions section for more details.

Q: How do we book a property?
A: Select a property that you like the most and then the dates you would like to vacation. Check the availability of those properties online. If they are available, you can proceed to book the property online, call, or email us to book it! We respond to all emails within 24 hours.

Q: Can I get internet access?
A: Yes, we provide complimentary WiFi in your condo. The log-in information will be displayed in the condo.

Q: Is there a fitness center?
A: There is a small fitness center at Maui Ka’anapali Villas but not at Mahina Surf.

Q: What standard items are included with every rental property?
A: We provide the following for each rental:
• One set of linens for each bed and pullout couch
• Blankets and bed comforters that are clean and are regularly professionally cleaned
• 1 new sponge for each kitchen sink and dishwashing soap
• 1 pump soap and lotion container at each sink filled with anti-bacterial hand soap
• 1 bath towel, washcloth, and hand towel for each guest in the condo
• 1 set of shampoo, conditioner, and soap for each bathroom
• A coffee maker with filters
• 1 package each of regular coffee
• A blender
• Pots and pans
• Glassware, dishes, and flatware for the maximum number of guests
• Serving/mixing bowls, colander
• Fire extinguisher under the kitchen sink
• A broom and a dustpan
• Salt & pepper
• Trash bags for all trash receptacles
• Iron and ironing Board
• Hairdryer
Our “Activity Closet” in each unit includes the following items:
• Beach Chairs
• Beach Umbrella
• Beach Towels can be picked up at the front desk of Maui Kaanapali Villas, we provide 6 beach towels at Mahina Surf
• Beach toys

If any of these items are missing or not working when you arrive at the property - please let us know and we will attend to getting the items replaced as quickly as possible. Please note: we do not replenish the perishable amenities (coffee, toilet paper, shampoo, etc).

Q: What do I do if my luggage is lost?
A: If your luggage is lost at the airport, contact your airlines and have them deliver the bags to you at your property. You will need to make sure that the driver that will be delivering your bags has your personal cell phone number. The front desk will NOT accept luggage for you. You will need to have the driver of the shuttle/delivery service call you upon arrival and meet him at the front lobby to pick up your luggage.
Payments & Charges

Q: When is my first payment due?
A: 50% deposit on the total rental is required to book your stay with us. The balance is due 30 days prior to check-in.

Q: Once I have paid in full, what should I expect next?
A: After you have paid in full, and 14 days before your arrival, we will send you the driving directions and access information to your vacation rental property by email. If you don't have your information within 2 weeks of the stay at the property, please contact our office so we can resend it to you.

Q: What is your cancellation policy?
A: Should the need arise to cancel your reservation prior to 60 days of your arrival, regardless of the reason (including bad weather, illness, or economic factors), you will receive a full refund minus the $25 non-refundable booking fee. Cancellations within 60 days will receive no refunds. There are no refunds for late arrivals, early departures, or for leaving the condo for mechanical failure of non-essential items.

Q: We will be working or doing business on vacation and MUST have high-speed internet access and good cell phone coverage. Can that be guaranteed?
A: 100% of our rental properties offer wireless access in the condos; however, we do not guarantee working internet access and do not offer refunds if it is not working. Many shops in the area offer free WIFI if the internet in the condo isn't working to your satisfaction.

Q: What is expected of me in regards to the cleaning of the property after my stay?
A: Your property should be cleaned to your satisfaction when you arrive. Cleaning is included in your rental price. However, should the cleaning of the property exceed the hours expected, you will be charged $25 per hour from your credit card on file for any extra time it took to clean the property.

Q: What do we need to bring with us to our vacation property?
A: Whatever will make your vacation one of a lifetime! All of our properties are equipped with a full kitchen. If a previous guest has left basic cooking supplies (oil, seasonings, etc.), we will leave these for the next guest; however, we don’t replenish them. We provide basic amenities and there are some beach supplies in each condo.

Q: What happens if we leave something behind after we leave?
A: If we find an item, we will keep it for 30 days after check-out. Please contact us as soon as possible if you think an item was left behind in a condo. After 30 days, if we are not contacted, we will donate the item. We do charge a fee to retrieve and keep any items. In addition to shipping and handling charges to return your items left behind, we charge $25 to look for and store lost items. Please make sure to triple-check the rental property before you depart to make sure you leave nothing behind.