You are here

Frequently Asked Questions

Where do I check in and get the keys?

For most of our units (all but the Cliffs at Princeville), there is no formal check-in procedure. You should go directly to your unit and obtain the key located in a lock box next to the front door. Some homes will have an electronic keypad lock. You will be provided with driving directions, maps, and the lock box code when your about 2 weeks prior to your arrival. Please return the key to the lock box whenever you leave the unit. You will be responsible for all costs due to the loss of key(s) and/or lockouts.

If you are staying at the Cliffs at Princeville, you will check-in and check-out at the front desk. The front desk will provide you with your key to the property amenities, a parking permit and in some cases a room card key. The card keys should be returned to the front desk when you check out. Please refer to your Final Confirmation and Check-Instructions that will be emailed to you upon final payment.

Do I have to pay for parking?

Parking is free at most of our properties, unless stated otherwise in the home's description. Please observe parking rules specific to the complex at which you are staying, as posted in the rental unit and in this app.

Is smoking allowed in the unit?

No. All of our properties are smoke-free. Hawaiʻi law also prohibits smoking within 20 feet of any public building. If you are a smoker, please smoke outside and be courteous of you neighbors to ensure your smoke does not blow into their windows. Certain condo properties have additional smoking restrictions. Please refer to the House Rules to determine if your property has any additional smoking restrictions. If so, please smoke only in designated smoking areas.

Where do I put the trash?

If you are staying in a condo, please put trash in the dumpsters located throughout the property, usually in the parking lots. If you are staying at Hanalei Bay Villas, please put trash in the receptacle that coincides with your unit number. If you are staying at Hanalei Bay Resort, you can tie up your garbage and leave it at the end of the sidewalk next to the stairs of your building. If you are staying in a private home, please refer to the trash pick-up day in this app under My Vacation Home – Trash Collection.

Will food and pantry items be provided?

No, we do not provide food, spices or condiments due to safety concerns. There is a supermarket at the Princeville Shopping Center, and there are several others in Kapaʻa on the drive from the airport. We suggest bringing any special spices you prefer in a small bag or container instead of buying more than you’ll need while visiting.

What small appliances are provided?

All our rental units have a toaster, microwave oven, blender, drip coffee maker, hair dryer, and iron. An inventory list is available elsewhere in this app under My Vacation Home.

Is there internet access? Is there cable television?

All our rental units have WiFi with high-speed internet. All our homes have televisions. Most have basic cable TV, while others use smart TV apps. Network access information may be found on the first page of the blue Oceanfront Realty binder in the rental unit.

My internet/ WiFi is not working what do I do now?

Please try to reset the WiFi router and/or modem. If this does not work we will send someone to look into for you, please leave your key in the lock box.

How to turn on TV?

Please locate Spectrum universal remote, press the CBL button located towards the top center of the remote and then power, next press the TV button located towards the top right of the remote and then press power. There is a white light located on the cable box if it is illuminated the power is on. If TV still doesn’t go on press the TV button and video source button on the lower left of the remote. Please be sure one of the HDMI input is selected.

Is the unit air conditioned?

Very few homes on Kauaʻi have air conditioning, since the climate is mild most of the year and we rely on the trade winds and fans to keep cool. While in your rental, please open windows to allow the air to circulate to cool the room. We do have a few rental units with air conditioning, often at an additional cost, so please inquire when you make your reservation.

Will there be sheets and towels in my rental?

Yes, we provide clean sheets and towels for each arrival. There is one set of linens for each bed, including a sofa-sleeper, if applicable. There are also 4 bath towels, 2 hand towels, 4 wash cloths, and 1 bath mat for each bathroom. All of our properties have washer and dryers in the unit or on-site if you wish to launder them during your stay. You may request additional housekeeping services, such as fresh sheets and towels or a mid-stay clean, for an additional fee. Please contact us at least 48 hours in advance to inquire about these options.

Will soap and shampoo also be provided?

We provide you with a start-up supply of soap and paper products, including hand and bath soap, shampoo, dish soap, dishwasher soap, laundry soap, paper towels, toilet paper, and tissues, as applicable. Depending on the length of your stay and usage, you may need to replenish these by purchasing them at local stores.

Will there be beach towels or other beach amenities in my rental?

We provide clean beach towels. Availability of other amenities, such as snorkel equipment, boogie boards, and beach toys, is not guaranteed. Previous guests sometimes leave items behind for future use, which you may use at your own risk.

Do I need to clean the unit before I leave?

No, the housekeepers will clean the unit when you leave. However, bagging up your trash and running the dishwasher is always appreciated. You will be charged for missing or damaged items and for excessive cleaning.

Where do I leave the keys when we depart?

Please return the key to the lock box. The housekeepers do not have their own set of keys and rely on guests to return the key to the lock box so they can can access the unit to clean it for the next guest. You will be charged $50 for any missing key, including if there is no key in the lock box.

How do I close the lock box?

Please press the clear button located towards the bottom center of cover, re-enter the code provided and press down on the top center slide switch to unlatch. While holding the latch open, insert the bottom lip of the cover, then close the cover and release the latch.

Can I have a late check-out?

Check-out is 10:00 AM. When available, you may guarantee a late check out by paying one-half’s night rent. You must call us at least 48 hours in advance to schedule this.

What if we break or damage something in the unit?

Accidental damage to the unit is covered by the Security Deposit Waiver (up to $3000) or the optional Security Deposit that was paid when the reservation was made. We sincerely appreciate you calling us immediately to report the damage so that we may help mitigate the damage and get it fixed as soon as possible. This will likely save you more money and allow us more time to get the unit ready for the next guest.

What if I accidentally leave something in the unit?

Please make a thorough check of the unit before you leave. We will gladly mail any items left behind for a nominal shipping and handling charge.