Common Questions about Vacation Rental Homes

What time is check-in?
A: Check-in is anytime AFTER  3pm.      AT THIS TIME THERE IS NO EARLY CHECK BEFORE 3PM

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 3pm as per your instructions email to you. If checking in at the Kaanapali Alii Resort, the front desk is staffed 24 hours/day for  sign-in key card pick-up.

What time is check-out?
A: Check-out time is  anytime before 11am.  

Can I have a late check-out?
A: Late check-out is based on availability. It is based on when the next guest will be checking in.  We will have to arrange and set up at least 72 hours ahead if the unit is available.  There is an additional fee for late check-out $100.00    The only way to guarantee  100% a late check-out is to book an additional night.

Where are you located?
A: The Kaanapali Alii Resort located in the area of Ka’anapali, on the west side of Maui, south of Kahana and Kapalua. Please refer to our Driving Directions section for more details.

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 directly online.

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

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
• Enough laundry soap to do at least five loads of laundry
• 1 new sponge for each kitchen sink and dishwashing soap
• 1 pump soap container at each sink filled with anti-bacterial hand soap
•  bath towels, washcloths and hand towels, and 1 shower mat  for each guest in the condo 
• 1 set of Hotel size shower gel, shampoo, conditioner, and  body lotion.
• A coffee kuerik POD MACHINE
• A blender
• Pots and pans
• Glassware, dishes, and flatware for maximum number of guests
• Serving/mixing bowls, colander
• First aid kit located in masterbath
• A broom and a dust pan, mop
• Salt & pepper some spices (foil, zip lock baggies)
•Iron and Iron Board
•Hairdryer, - one in each bathroom vanity drawer.

Our “Beach Items” in each unit includes the following items:
 KA'ANAPALI ALII – THERE IS A BEACH HUT AT THE POOL AREA , HERE YOU GET YOUR BEACH TOWELS and beach chairs and any other items you may want to purchase or rent.

Please note: we do not replenish the perishable amenities (coffee, toilet paper, shampoo, etc).

What is your mailing address if I need to mail you something?
Mailing Address:
Kaanapali Alii Resort 
50 Nohea Kai Drive #UNIT NUMBER
Lahaina, Hawaii  96761 
Packages: If you need to have a package mailed to you while staying at one of our condos, please make arrangements with the front check in Desk. Please be advised that only one package per reservation will be accepted. It is the guest’s responsibility to track and pick-up the package. We are not responsible for informing guests when package arrives nor do we guarantee the contents of your package.

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

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. We accept all major credit cards, debit cards for payment. 

Once I have paid in full, what should I expect next?
A: After you have paid in full, and 7 days before your arrival, we will email you check-in information to your vacation rental property. If you don't have your information within 7 days of the stay at the property, please contact our office so we can re-send it to you.

What is your cancellation policy?
A: Should the need arise to cancel your reservation prior to 45 days of your arrival, regardless of reason (including bad weather, illness, or economic factors), you will receive a full refund minus the $100 non-refundable booking fee. Cancellations less than 45 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.

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.

What is expected of me in regards to the cleaning of the property after my stay?
A: Your property will be cleaned to your satisfaction when you arrive. Cleaning is included in your rental price.  Stays over 14 nights will have a MID STAY CLEAN and be charged the fee.
Please remove your garbage, load and turn on the dishwasher, secure all doors and windows, and double check the safe for any personal items.    However, should the cleaning of the property exceed the hours expected, you will be charged $30 per hour from your credit card on file for any extra time it took to clean the property.  

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.

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.

Is booking online secure?

We implement a variety of security measures to maintain the safety of your personal information when you place an order. We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment gateway providers database. It will only be accessible by those authorized with special rights to such systems. They are required to keep the information confidential. After a transaction, your private information (credit cards, social security numbers, financials, etc.) are NOT stored on our servers.

 

What are the benefits of a vacation condo rental?

Our vacation condos are stocked in such a way that you always feel like you are coming "home" to your "vacation home" rather than returning to a small hotel room. Our homes have full kitchens, with some condos having game rooms, hot tubs and BBQ grills. You will be able to enjoy a full service home while you are on vacation rather than a small, cramped hotel room.