We’ve captured the most commonly asked questions from our guests who have stayed with us since 2014. Please review these before sending us any new questions, as we are pretty sure most of your questions are already answered here or somewhere on this site:

Booking Questions

How do I book a reservation?

It’s easy, just click 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. Your dates and costs, including the nightly rate, taxes, and fees 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 a secure, third-party processor. 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. Some guests prefer to book through Vacation Rentals By Owner (VRBO) as they offer a “guarantee” on rentals booked through their site in exchange for large booking fees. (Though, many credit card companies and trip insurance will provide the same benefits without the booking fee. Check with them to confirm). We’re happy to accept your reservation either way!

We’re also happy to walk you through the process and answer any questions, just email us: hawaiianhaven@gmail.com.

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 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 deposit. Cancellation or early departure does not warrant any refund of rent paid. If you’re concerned that your travel plans may change, you may choose to purchase travel insurance separately. Unfortunately, we can’t purchase any insurance to cover your stay if you can’t travel, but you can. Purchase cancel-for-any-reason travel insurance. You can find options through Squaremouth, RoamRight, or InsureMyTrip, and many more online.

What is the minimum age to rent?

25 years old.

Do you rent long term?

Yes. Special terms and conditions may apply.

Can we stay for less than seven days?

Stays of less than seven nights will be only be considered where there is a ‘gap’ between other bookings and additional nightly discounts may be available for those stays.

Are my dates available?

Check the calendar! 🙂 Depending on other bookings and time of year, we may ask if you have any flexibility in your dates. We recommend booking your accommodations before your flights if you have flexibility.

Your calendar says you have availability for my preferred dates, why won't you accept my reservation?

Our cleaning and caretaker team sometimes have limited availability. On-island, labor shortages are real and we also want our team to be able to have breaks and take their own vacations, so sometimes we may ask if you have flexibility with your travel dates to accommodate them. We value them as much as we value you and want everyone have a great experience. They are critically important to us and ensure that you have a great stay.

Do you recommend travel insurance?

YES! Cancel-for-any-reason travel insurance is recommended. Since group vacations to Maui can be very expensive, we highly recommend looking into trip insurance to protect you against any unexpected life events that may prevent you from honoring your stay. There are independent sites that allows you to compare coverage options or your credit card may offer something if you use it to pay for your stay. We can’t afford to insure the costs of your stay which is why we have a non-refundable cancellation policy.

Can we get an early check-in/late check out?

It depends. If you let us know at least 60 days before arrival that you need it, we will see if we can accommodate it. We often have guests departing the morning before you arrive or guests arriving the afternoon after you check out and our cleaning and caretaking team need the full five hours to turn over our home so that it looks like no one else was there before you–fresh everything!–which is a big task after six people have been on vacation for a week or more. If you really need a late check out or early check in, let us know when you book and we may be able to guarantee it for 50% of the nightly rate. If we have openings with no bookings before/after yours, we’ll do our best to accommodate you with enough notice.

Payment Questions

How and when is payment processed?

Please review your rental agreement and payment schedule sent to you via email. 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.

Do you offer discounts?

In short, no. Given the quality and size of our unit, the many on-site amenities that are included in your stay, and our competitive pricing relative to other three bedroom units and hotels in the area, we do not offer additional discounts other than what may be occasionally advertised here.

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!

Is there a damage deposit?

A non-refundable damage insurance policy is required for all stays, as well as a refundable damage deposit. Please review your rental agreement for details about how to ensure you receive a refund and when it will be refunded to you.

When will I get my damage deposit back?

Please review your rental agreement for details.

Stay Questions

What’s the check-in/checkout time?

Check-in time is after 4 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 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 parking available?

Yes, parking for up to two cars is included with your stay. When you enter the condo suite the two parking passes are are awaiting you. Please return the parking passes to the unit upon checkout or a $50 replacement fee will be assessed.

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 6 persons at any given time. Parties, gatherings, and events are not allowed. Our the HOA and 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!

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.

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 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 nearby?

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

Do you have [some item, usually kitchen]?

Our kitchen is incredibly well stocked, unlike most vacation rentals. We love to cook and believe that we have all of the common (and not-so-common) tools you need to prepare great meals for your family. However, sometimes things break (or get broken) so we don’t guarantee anything. (If you arrive to find something broken that our caretaker missed, let us know and we’ll work to get you a replacement ASAP!) So if there is something extra-special you want, we recommend you bring it or buy it after you get on-island.

Can you recommend [restaurant/activity/etc]?

Please check out our area guide with all of our best recommendations on-island. We usually don’t make recommendations beyond those as it’s always hard to know what you want because everyone has different tastes and preferences. We have a concierge at the resort who is happy to make additional recommendations and bookings for you. You are welcome to call the front desk (808) 669-0400 before you arrive and ask to speak to the concierge/activities desk to help you plan your stay!

Other Questions

How close are you to the beach?

You can see the beach from our living room window & front lanai. We haven’t calculated the number of steps down to the ground floor and to the water, but it’s not far. There are also many, many other beaches a short walk or drive from our home, so you can find your favorite!

Can you accommodate more than six guests?

No. We cannot accommodate more than six guests due to insurance restrictions. Guest refers to any adult or child. Yes, your child is considered a guest.

Why do you have a limit on the number of children allowed?

We love children and have worked hard to make our home family-friendly. Unfortunately, we’ve had some families not watch out for their children in our home or take responsibility for their behavior when it is less than ideal. So we now limit the number of children to a 1:1 adult to child ratio. For every child, you need one adult.

What building are you in/unit number/floor?

We will not share this info until your reservation is paid-in-full. This is for security and guest privacy concerns as our calendar and pictures of our home are publicly available.

Why won't you give me what I want?

We have a no jerk policy. We work very hard to ensure our guests have a great experience in our home. Our on-island team will go the extra mile to make sure you are comfortable. We practice aloha and expect the same from our guests. If you’re not respectful in the reservation process, we won’t trust you with our home. If you are rude during your stay and fail to abide by the terms and conditions set forth in your rental agreement there will be consequences as set forth in the rental agreement. We don’t say this to be mean, but since reopening after the pandemic closures, there has been a trend towards rude and ungracious behavior on-island by guests.

Maui is a very special place to us and she and her people deserve to be treated with the kindness and respect that they extend to *literally* millions of people every year who visit. Imagine if the town you lived in was visited by *millions* of different people every year who didn’t respect that you lived there full-time, didn’t take care of your precious and unique environment, and acted like you were supposed to entertain them all the time. It would wear on you. Please remember that you are a guest in a very special place and that lots of people are working hard to make sure that you have a wonderful vacation and practice aloha and gratitude. It will really make you stand out.

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