Q: Is a deposit required and when do I need to pay?
A: a) A Non-refundable Deposit/Initial Payment of 30% of the rental cost is required upon confirmation of booking and will be applied to your balance. The full amount of the remaining balance is due and payable 60 days prior to check-in. If you book a rental that is less than 60 days before check in payment is due immediately. We will email you approximately four (4) days prior to your payment date to remind you your final payment will be processed. If you need to change the card on file, you can send us an email to let us know, and we will send a link for you to update the card information. b) Two (2) days prior to your arrival, we will process a pre-authorization hold of $200 as a security deposit. This is not a charge but simply a hold, which will be released upon your checkout provided there are no issues. Often times, this will not even show on your card statement as it is only held and not technically charged, then released.
Q: How can I pay?
A: We accept payment by credit card. We will charge the initial payment to your card, and the card will be kept on file for final payment and security deposit. The credit card on file will be automatically charged on the due date, 60 days prior to check in, and the pre-authorization hold for the security deposit will be processed 2 days prior to your arrival. You will receive confirmation emails after each transaction is processed.
Q: What is your cancellation policy?
A: Cancellations or changes to a reservation are not permitted within 60 days of the Guest’s check in date. Alohana Realty LLC will not refund any portion of rent or fees if the reservation is cancelled less than 60 days before the check in date. All cancellation requests must be emailed to [email protected] and confirmed by Alohana Realty LLC. For cancellations more than 60 days prior to arrival, the 30% Non-refundable Deposit/Initial Payment fee will not be refunded.
Q: Do I need to meet someone to pick up keys?
A: In most cases you are able to check yourself in by following the check in instructions that will be emailed to you about 60 days before check in (or upon booking, if you are booking less than 60 days prior to your arrival date). However some properties require us to meet you with the keys. Please read your check in instructions thoroughly, complete any steps as outlined in the instructions, and feel free to contact us if you have any questions prior to your arrival.
Q: When is Check in and Check out?
A: Check in is at 3:00 pm / 4:00 pm* or later and Check out is no later than 10:00 am / 11:00 am*. Early check in and late check outs can be arranged for a fee if the rental calendar permits, but we cannot make any guarantees. *Most properties have a check in time of 3:00 pm or later, and a check out time of 11:00 am or earlier. Please refer to your check in instructions and/or reminder emails to confirm check in/out times for the property you are staying in.
Q: Can I store my luggage until check in time? Can I store luggage after check out, until I head to the airport?
If you are staying at the Ilikai hotel, you can store your bags at the bell desk in the lobby for $1/bag until check in (or after check out until you head to the airport). Other properties will not hold luggage. If you need a place to store your luggage before check in or after check out we recommend contacting one of the baggage storage companies in Waikiki.
Q: Why do your costs look different than I see on outside websites?
A: Many external websites may not be up-to-date with our rental rates, may not advertise our current specials, may charge you an additional service fee or combine the full cost of your rental into one lump sum rather than breaking down the booking charges for rent, cleaning fees, taxes etc.
For the most accurate and best rates available, please always book with us directly via our website: www.AlohanaRentals.com
Q: Do you offer transportation to and from the airport?
A: No, we do not offer transportation. There are various Uber/Lyft, taxis, and airport shuttles available.
Q: Do I get daily cleaning services?
A: Your cleaning fee covers the cost of cleaning the property when you check out. If you would like to pay for an additional cleaning during your stay then please contact us and we’ll do our best to have it arranged.
Q: What is the difference between a Hotel and a Vacation Rental?
A: When you rent a hotel room, you typically get a generic room with a bed and a bathroom, daily maid service, room service, on-site concierge and other hotel or resort amenities, and sometimes it can be cheaper if you are only staying for a night or two. Guests reserve a type of room with a credit card and pay on departure.
Vacation Rental Condos are not standard like Hotel Rooms. Individual Owner tastes are reflected in the design and decoration of each unit. Renters reserve the condo of their choice, sign a rental agreement and pay in advance.
Generally, Condo rentals are for vacationers who are going to be independent and stay for 3 days or more. A vacation rental is usually more budget-friendly and you can stay more like a local, with a full kitchen or kitchenette to prepare meals and stock the fridge with snacks and beverages. Rentals have access to laundry facilities, there is more space for everyone in your travel party to relax – on a lanai or around a dining table and many units include free parking.
Vacation renters should also bear in mind that our Vacation rental staff is always willing to help you out, but we are not on-site like a hotel. Help in a hotel is usually right downstairs in the lobby. While we will respond to your call 24 hrs a day, it might require a longer period to arrive than a hotel.
Q: Do you allow Pets?
A: No Pets are allowed on property unless the pet is ADA certified and the proper documentation of certification is provided to the Property Manager prior to confirmation of the reservation and accepted by the relevant Building AOAO.
Q: Can I receive mail at my Vacation Rental?
A: We are not able to accept mail at our rentals, and cannot provide mailbox keys. If you need to receive mail during your stay, we recommend contacting the Waikiki Post Office and making arrangements to send mail “General Delivery”. In this arrangement, the post office will hold your mail for pick up. Or, you can try contacting an independent mailbox company to rent a mailbox for the duration of your stay.
KNOW BEFORE YOU GO
We provide bath towels, beach towels, bedding, and a hair dryer. Each bathroom will have sets of travel sized shampoo/conditioner, bath soap and 3 rolls of toilet paper to get you started. The property will also have 1 roll of paper towels, a small supply of dish washing liquid, hand soap, dishwasher tablets (if the property has a dishwasher), and trash bags. If you need additional supplies and/or have depleted the supplies/amenities provided, you will need to purchase them at your own cost.
There are two grocery stores in the area where you can purchase food and supplies for your stay. The most affordable grocery store in the area is the Safeway located at 888 Kapahulu Ave. which is about a 5-10 minute drive from most areas of Waikiki. If you prefer to shop in Waikiki the Food Pantry grocery store is within walking distance from most of our Waikiki properties. The food pantry is located on Ena Road. The selection and prices are not as good at the Food Pantry, but it is very convenient. Click Here for a map to Safeway or Click Here for a map to Food Pantry.
Alohana Realty’s Incidental charges:
Unauthorized Late check-out: $50/hour or daily room rate, whichever is less
Lock out assistance (after hours): $75 each occurrence
Lock Replacement (due to lost keys): $200+
Lost Security FOB: $75 ~ $125 each
Replace Parking Gate Card or Parking Pass: $75 (Waikiki Sunset Parking Pass) – $75 (each, for Waikiki Banyan Parking Pass and/or Gate Card)
Unit or Garage Keys: $20
Lock Replacement (due to lost keys): $200+
Restoration Fee to Rearrange Moved Furniture: $50
Violations of the No Smoking Policy: $500 for removing odor plus actual costs if anything needs to be replaced due to tar ashes or burns.
Stained, Misused-Lost Linens, Towels or Beach Towels: Market price plus $5.00 per item.
Unauthorized Long Distance Telephone Charges: Billed at Charge + $50 service fee