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What are all these additional fees on my reservation?

In addition to the rent and cleaning we charge a booking fee, a processing fee, taxes, and for some properties a damage protection fee. If you booked on the VRBO or Airbnb site there is an additional fee charged by VRBO/Airbnb directly.

What is your deposit and payment policy?

Your initial deposit is due at booking and is non-refundable. Balance payments and the refundable security deposit are due 60 days prior to arrival. If you are booking within 60 days your full payment is due at the time of booking.

I received two payment reminders, which one is correct?

Both are due and will be charged. One is the refundable security deposit amount, the other is the remaining balance due.

What happened to the taxes? Why are they so high?

As of January 1, 2022 the State of Hawai’i has allowed each county to collect up to an additional 3% Transient Accommodation Tax. This is in addition to the 10.25% the state already collects.

When do I get my security deposit back?

It can take 7-10 business days for the merchant processor to refund your security deposit.

What if the card I used to pay for my reservation has been canceled. How will I get my deposit back?

We are required to refund the original card charge. The merchant will get the credit to your current/open account.

How do I change the form of payment?

Please send an email to and request a link to our secure payment portal. We will email that to you and you can update your card information via the link.

What is your refund / change / cancellation policy?

A cancellation more than 60 days of arrival date, the initial deposit is non-refundable. Rent and taxes will be forfeited for any change of dates or cancellations within 60 days of arrival. All changes incur a $250 change fee and must be made in writing via email to For more information please refer to our terms and conditions.

How do I get an early check-in / late check out?

Early check-ins can be confirmed on the day of arrival by your on-island host. A late check out must be requested and confirmed prior to arrival. Afternoon departures will be charged an additional nights rate.

How to Sign your Vacation Rental Contract?

In order for your reservation to be confirmed, a rental contract must be signed. A few hours after your booking is made, please check your email inbox or spam folder for a contract from Hawaii Life at For more information on how to complete the contract please watch the step-by-step guide HERE.



When do I get my arrival information and information on how to access the home?

Arrival information is sent 7 days prior to arrival via email.

General Pet Policy. Will you make an exception to your “no pets” policy for my well-behaved, trained, hypoallergenic pet?

We do not permit pets on any property. Violators will be subject to immediate eviction and charged an additional cleaning fee. Only Registered Service animals will be permitted with proper documentation.

Smoking Policy / can I smoke on the balcony?

Smoking/vaping is not permitted in any of our rental properties, this includes the balcony, lanai, or garage.

Can I receive mail and packages at my Vacation Rental?

Yes, We recommend Fedex or UPS. We do not recommend using USPS for mail/deliveries as we cannot guarantee delivery as there may be a locked mailbox or no mail delivery established for the home.

Do you have a concierge service?

Yes! From adventure, wellness, to catering and cleaning, we’re here for you! Our exclusive, complimentary concierge offers a variety of services to our guests. Connect with us before your trip so we can help you plan the vacation of your dreams!

Who do we call if we have a problem or concern?

Each home is assigned a home host. Information is provided in your home.

I am worried about Covid and shutdowns. Do you offer travel insurance?

Yes! We strongly suggest Cancel For Any Reason Travel Insurance, only available for purchase within 14 days of booking. Standard coverage insurance can be purchased up to 30 days prior to arrival - Click Here

What kind of amenities does my Vacation Rental home offer?

Each home lists its amenities directly on our website. Please contact us with specific questions.

What if Hawaii shuts down for travel again?

Travel to Hawai’i never completely shut down. There are currently no COVID-related requirements for arriving domestic passengers. Visit our Covid19 page for updated information.

How is the road to Hanalei, Kauai ? Is there still roadwork?

The road is fully open and operational in both directions. Phase 2 work on drainage design continues, and does not affect traffic. See

Why do most homes on Oahu have 30 day monthly rates?

With a few exceptions, zoning laws on Oahu prohibit entire-home vacation rentals outside of resort districts for periods of fewer than 30 consecutive days. This means there can only be one rental in a 30 day period.

Why do some homes on the BIg Island have 31 day rental minimums?

Due to the County of Hawai’i’s STVR regulations, homes outside the resort/vacation zones are ineligible for short term vacation rentals. The minimum rental period allowed is 31 days.

What time is it in Hawaii?

Only one time zone for the state of Hawai'i, Hawai'i Standard Time, HST.