FAQ

How do I book a reservation?

It’s easy, just click here on “Book Now”. You’ll be taken to our updated online calendar. Choose your check-in and checkout date by clicking on the calendar. Any dates not in red are available. (NOTE: Dates that are half red means a check-in or checkout is happening on that day, but you can still select it.) Then, click on the green button below the calendar to proceed to our safe & secure online reservation service powered by Vacation Rental Desk. We also accept American Express through our site, whereas HomeAway and VRBO do not.

Some guests prefer to book through HomeAway or Vacation Rentals By Owner (VRBO) as they offer a guarantee on rentals booked through their site. (Though, many credit card companies and trip insurance will provide the same benefit. Check with them to confirm).  We’re happy to accept payment either way!

Your dates and costs, including the nightly rate, taxes, cleaning fee, refundable security deposit and booking fee will then be summarized. Click on continue to proceed with your reservation and fill out your contact and guest information. Press continue again to electronically sign the rental rules and agreement. At this time, you must then enter your payment information. Please note that all information is encrypted and payment information is not seen by us at anytime. All payments are processed through Pivotal Payments or Vacation Rental Payments (third-party processors). Once your payment information is confirmed, you will then be asked to place your order. Your reservation will then be confirmed by us via email. Note that your reservation is not finalized until you receive an email confirmation from us.

We’re also happy to walk you through the process and answer any questions, just email us: hawaiianhaven@gmail.com or call us at 808-215-9216.

How and when is payment processed?

Once we receive your reservation request we’ll process payment according to your check-in date.

For reservations made LESS THAN 60 days before check-in date, 100% of the rental cost is due.

For reservations made MORE THAN 60 days before check-in date, 50% of the rental cost + damage insurance policy is due upon booking and the balance is due 60 days prior to check-in.

A special payment schedule can be made for guests staying over 30 days.

Once payment has been made in full, a welcome email detailing how to access the condo suite, some quick tips, and the full address will be provided.

Why do I have to pay in full before my check-in date?

If you’ve never stayed in a vacation rental this may seem odd, but it’s a common practice for vacation rentals. Once we accept your booking we block out those dates and turn down inquiries from all other guests who may want to book the same dates. If you change your mind, we’re left with empty-handed because we’ve turned down other potential guests. Paying in full ensures that you have your condo suite ready and waiting your arrival and that we know someone is enjoying our wonderful home!

When do I receive check-in information?

You will receive check-in information in a welcome email upon payment in full. In the check-in information, we will include the address, information on how to check-in, and other helpful information, including directions from Kahului Airport.

What’s the check-in/checkout time?

Check-in time is after 3 P.M. HST and Checkout is by 11 A.M. HST. Early and late check-in/out may be available through prior written arrangement. Please ask when you receive your welcome email; we can’t make changes to our housekeeping and caretaker’s schedule without advanced notice.

What’s the maximum occupancy?

Our home is limited to 8 persons at any given time. Parties, gatherings, and events are not allowed. If agreed upon in writing, owners may consider a special occasion (such as a holiday dinner) allowing more than 8 persons for a set time and date.

Our property insurance requires that we limit the number of guests for safety and liability purposes. And our bathrooms and appliances are grateful to not be overworked so that they can continue to be in good repair for all of our guests.

Do you offer any discounts?

Yes, on occasion. Please click on “specials” to see any discounts that we may be offering. You can also check out our Vacation Rentals By Owner (VRBO) listing for any last-minute deals.

We are also happy to offer special rates and shorter-term (less than 5 night) stays for any guest who want to “fill-in” between longer rentals. If you have flexible travel dates, check our calendar and email us to indicate you’d like a discounted fill-in reservation.

What views does the unit have?

The pictures on the website are from the actual condo suite. The master bedroom, living room and main lanai, all have direct ocean views. The second and third bedrooms have views of the West Maui mountains. All of the views are outstanding!

Is there a parking available?

Yes, *free* parking is available on the property. We ask that you limit it to two cars. When you check-in, the front desk will ask for your license plate numbers.

Do you supply linens, cleaning supplies, etc?

Your condo suite is completely and generously stocked including all cookware, linens, and towels. We also provide a starter supply of cleaning products, paper products (TP, PT) and toiletries (hand soap, body wash, shampoo). As customary for vacation rentals, it is the guest’s responsibility to restock any supplies as needed for his/her stay.

Is internet available?

Yes. Free high-speed wireless internet is available throughout the home. You can also access the internet from the lobby of the resort where computers are available for your use.

Are parties or events allowed?

No. Our home is limited to 8 persons at any given time. Parties, gatherings, and events are not allowed. If agreed upon in writing, owners may consider a special occasion (such as a holiday dinner) allowing more than 8 persons for a set time and date.

Our property insurance requires that we limit the number of guests for safety and liability purposes.

Additionally, our homeowners association prohibits loud noise after 9:00 p.m. and resort security may be called to report and address any violations. Please be mindful that, particularly while on the lanais, sound can carry and disrupt your neighbors. Have fun, but also, practice aloha!

What is your cancellation policy?

Your rental agreement with us governs the terms and conditions of your stay, please review it; we tried to make it an easy read! For those of you still considering a stay, we require a non-refundable 50% deposit. Cancellation or early departure does not warrant any refund of rent paid. However, if you must cancel, change or shorten your stay, we will do our best to re-book your dates. If we’re able to re-book any/all dates, we’ll credit the amount recouped toward the total rent (minus booking and credit card fees).

If you’re concerned that your travel plans may change, you may choose to purchase travel insurance separately. Visit www.InsureMyTrip.com to compare rates and purchase.

Is smoking allowed?

No. Pursuant to Hawaiian state laws, you cannot smoke in the suite or on the property. We take this very seriously. If there is evidence of smoking during a guest stay an additional damage & cleaning fee will be assessed, you may be asked to forfeit the remainder of your stay, and we will not allow you to book a stay with us in the future.

What is the minimum age to rent?

25 years old.

Do you allow pets?

Unfortunately, due to HOA restrictions, pets are not allowed.

Are cleaning services available?

Yes. A one-time cleaning and linen fee is required for all stays. If you’d like service more frequently, we can arrange to have our cleaning staff come as needed. Depending on the level of service you’d like, payment for the additional service would be a surcharge.

For any long-term stays, cleaning is required every two weeks and we include one cleaning fee for free in the cost of your stay.

Is there a damage deposit?

A non-refundable $69. damage insurance policy is required for all stays. For certain popular events that tend to be more party-centered, an additional refundable insurance policy may be required.

Do you rent long term?

Yes. Please inquire about discounts for monthly rentals.

Is the neighborhood safe?

Yes, it’s friendly and walkable to many of your basic needs. Please see the “area“ tab of our website where you can find a map and area guide.

Are there grocery stores, restaurants, coffee shops, etc near by?

Yes, tons! Please see the “area“ tab of our website where you can find a map and area guide.

Where can I read reviews about your vacation home?

Check our Vacation Rentals by Owners (VRBO) page for reviews (and please add yours if you are a former guest!) or check out reviews of the resort on Trip Advisor  (but please note, negative reviews there are typically of the timeshare units–our unit is NOT a timeshare, it is privately owned). We have also recently added a number of social media channels to our business. Please use the icons below to link to Twitter, Yelp, Facebook, Google+, and Instagram to rate your experience with our vacation home or read about the stays of other guests.

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