Frequently Asked Questions
Browse through our most frequently asked guest questions to help you plan your perfect getaway.
Check-In and Access
All of our homes use keyless entry. Before your trip, you can check-in online and authorize a refundable security deposit. Once both are complete, your personal door code will be sent via email and text. Walk up, enter your code, and you are in. No front desk, no key pickup.
Your door code is automatically sent one day before check-in, provided your check-in form has been completed, your reservation has been paid in full, and your security deposit authorization has been successfully completed.
If the keypad shows red light, wait for them to clear before trying again. The lock resets on its own after too many attempts. If the code still does not work, contact us immediately and we will send a backup code. Our emergency line is answered 24/7.
The WiFi network name and password are on a laminated reference sheet inside the home and in the online Guest Guide.
Property and Amenities
It depends on the home. Several of our properties have split AC or central air. Check the listing for your specific home. Properties without AC are equipped with ceiling fans and floor fans, and the natural trade winds that flow through West Maui keep things comfortable.
Most of our properties include free on-site parking. Some homes have an assigned space, others have open parking. Parking details specific to your home are included in your check-in instructions. Any parking fees are disclosed in the home’s listing.
Yes, we provide sand-resistant beach towels.
Most of our homes have an in-unit washer and dryer, free to use. Free & Clear laundry pods are also provided. Check your listing for details.
Most of our resort properties have heated pools on-site. Pool hours and details are in your online Guest Guide. Check the listing for pictures of the pool.
Most of our resort homes come with full kitchens including a stove, oven, microwave, coffee maker, dishwasher, cookware, and utensils. Dish soap, sponges, and basic supplies are stocked.
Cribs and baby gear are not stocked on-site but can be rented through local providers like Nakaoi Baby Rentals (808-446-6729), who offer delivery to the home.
Mid-stay cleaning and extra towels are available for an additional fee. Pricing and scheduling are in your online Guest Guide.
All homes are completely smoke-free and vape-free, including inside the home and on the lanai. Some resorts have a designated outdoor area on the property grounds.
Local Tips
Kapalua Bay, Napili Bay, and Honolua Bay are all within a short drive and are among the best on the island. Kaanapali Beach and Airport Beach are also great options. Ocean conditions vary with tides, weather, and swell, so always check current conditions before heading in.
Napili Market and Times Supermarket are close to most of our properties. Safeway is about six miles away for a full grocery run.
Yes, and it is completely free. Our concierge team can arrange luau reservations, helicopter tours, sunset sails, surf lessons, whale watching, and more.
Payment and Policies
The security deposit is a hold on your card, not a charge. We release the hold within three calendar days after checkout. After that, your bank typically takes five to ten business days to reflect the release on your statement.
Payment terms are typically 50% at booking with the remaining balance due 30 days before check-in. Exact terms may vary by platform. If you have questions about your balance or need to update a payment method, reach out to us directly.
Extensions are possible depending on availability. Contact us and we will check the calendar. If your home is booked, we are happy to look at our other homes to find a nearby option for the extra nights.
We handle the laundry and deep cleaning. Just collect your belongings, take out any trash, lock up, and go. We know leaving Maui is hard enough. The last thing we want is to send you off with a long list of chores.
