Frequently Asked Maui Vacation Questions

Accommodations

Q: Why should I rent a condo instead of a hotel room? 

A: We think that a condo is the most convenient and least expensive (in many cases) way to go especially in Maui. You will save money as you are able to have more meals ‘in’, and you will not be paying for the “extras” that a hotel builds into their nightly rates. You are also in an environment where you will feel more ‘at home’ as you have all the conveniences of being at home in your condo. You are also able to choose the unit based on what it looks like as well as based on what the view is. Pictures on our website are accurate depictions of the condo and its view. Hotels can guarantee a view category but do not let you know the exact unit # nor do they say how good the view will be.

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Q: What is the difference between an "oceanfront" and "ocean view" condo?

A: "Oceanfront" view is an unobstructed 180 degree view of the ocean. "Ocean view" would be a view of the ocean with possible obstructions or a view at an angle or between two objects or buildings.

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Q: What are the additional costs if any?

A: Your condo nightly rate, cleaning fee, optional travel insurance and taxes, are included on your reservation. Optional travel insurance is also available through Red Sky Travel Insurance.  Additional charges depend on the property and its location. Please contact our office directly for specific charges for parking, phone calls, check in fees and resort facility fees.

 

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Features & Amenities

Q: Is smoking allowed in the condo? 

A: Smoking is NOT permitted anywhere upon the common elements except within such designated smoking areas as may be established by the Board of Directors and in strict conformance with the laws of the State of Hawai'i and the ordinances of the County of Maui. 

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Q: Does the condo come with linens and towels, or do I need to bring my own?

A: The condo will be equipped with all the basic necessities. All the beds will be made with fresh linens and bath towels will be provided according to the room size and average number of guest(s). Beach towels can be provided upon check-in for a nominal fee. 

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Q: What items can I expect to find in the condo?

A: Our Maui Condo Rentals are "Fully Equipped". This means that during your stay, should you need anything that your find in the average household, you will find it in the condo as well. This means you have a full size refrigerator, microwave, stove/oven, utensils, dishes, pots and pans, linens, etc. We do NOT supply hairdryers in the condo; we suggest packing yours from home. 

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Q: Is internet access available in my condo? 

A: Many of the units in our rental program include internet. Please check with our office to be sure if the access is a DSL or wireless. 

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Q: Do all of the condos have air conditioning?

A: Actually most condos are not air conditioned. We are blessed to have trade-wind breezes for most of the year which seems to be sufficient for most people. If you require air conditioning we do have several resort properties that will suit your needs. If one of our units does not have air conditioning it will have ceiling fans. Keep in mind you will pay slightly higher rates for an air conditioned condo. 

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Q: Are beach towels or other beach gear provided?

A: Beach Towels are not included in our regular linen service. You may arrange for beach towel service before you stay or at least one day in advance of the day they are required. Beach chairs, boogies boards, snorkeling equipment etc. are not part of a condos normal inventory due to sanitary reasons. We suggest checking to see what the condo has when you arrive and then renting or purchasing based on your wants and needs.  

 

Location & Access

Q: How do I obtain the keys?

A: We will e-mail check-in instructions 2-3 weeks prior to your arrival. These documents will include: driving directions from the airport to the property, parking instructions, the code to the lock box or electronic door lock, and the internet info. 

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Q: Does my electronic code expire at a certain time on the date of check-out?

A: Yes. Your access code expires at 10:59AM. Please be prompt with the 11am check-out time. 

 

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Housekeeping & Maintenance

Q: Can I not pay the cleaning fee if I clean the condo myself upon check-out, rather than using your cleaning services? 

A: No. Guests are instructed to not clean or launder any items in the condo upon their departure. Our housekeeping team follows very strict cleaning and sanitation standards and is required to clean the condo after each guest vacates. 

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Q: Do you provide daily maid service?

A: In order to keep our rates lower than hotel rates we do not provide daily maid service. This leaves you with privacy and the convenience of washing your own laundry as many condos have a washer and dryer. Maid service may be purchased for a nominal fee. Please contact our office for details. 

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Q: My confirmation says I will receive one maid service and/or one linen exchange. What time should I expect to see the housekeeper and what can I do to prepare for them?

A: Housekeepers will arrive any time between 8am and 4:30pm. If the housekeeper arrives on the scheduled day of service stated in your confirmation letter and you turn them away, the service cannot be rescheduled. To prepare for the cleaning service please put your personal belongings away. Housekeepers will do their best to clean around personal belongings but are instructed to not touch or move items, cleaning may be limited accordingly. Also if your condo has a lock box, please make sure the key is left in the box for the housekeeper to access your condo as they do not carry their own keys.

 

Q: We've run out of toilet paper. Can you bring us some more?

A: The housekeeping department provides a starter kit of basic necessities in the kitchen and bath(s), and such items as paper products will need to be replenished by guest(s) as needed. 

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Q: We can't find any paper towels or dishwashing detergent. Can you deliver some?

A: Please check on the counter, in all cabinets (under the sink, above the refrigerator) and if you cannot find what you are looking for, we will gladly deliver the items, allow for you to pick up at our office, and/or reimburse you for picking some up. 

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Q: We can't get the TV/DVD/Internet/etc. working. Are there instructions in the house?

A: You should have received an email from us with check-in instructions which include WIFI information. Every condo is equipped with a Chase 'N Rainbows "Aloha Handbook" that includes information on Internet/WIFI and any "How to Use Guides" for electronics and appliances. However, if you cannot locate the handbook or no instructions are found, or if you need further assistance, please contact one of our maintenance coordinators at (808) 667-7789.

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Q: Is there an after-hours emergency contact number/person?

A: Yes. There is an after hours-local number that is listed in your arrival documents as well as in the "Aloha Handbook" in the condo shall there be a water leak, fire, etc. 

 

Check-in & Check-out

Q: Do you allow early check-ins?

A: An early check-in is dependent on whether or not the housekeeping team has had time to fully clean and prepare the condo for your arrival. If guests are checking out the same day that your reservation begins, an early check-in is not allowed as it will not allow the housekeeping team enough time to fully prepare the condo for your arrival. 

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Q: Do I have to check-in by a certain time?

A: Check-in is at 3pm and guests can arrive any time after. Please note that we will not be able to confirm or deny an early check in request prior to the day of check-in due to our cleaning schedules. 

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Q: What are the check-out procedures?

A: Check-out is at 11AM on the designated date of checkout. Upon your departure we ask that you take the trash out, start the dishwasher with detergent, secure all windows and doors, and return keys and or card keys to their appropriate place. 

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Q: Can I get a late check-out?

A: Late check-out is available if we do not have another reservation that night. There is a fee (plus taxes) associated. We can tell you if a late check-out is available the day before your designated date of check-out. If you pay for late check-out you will have the condo until 2pm the day you check-out. 

 

After Your Stay

Q: What is your lost and found policy? 

A: We will return any of your found lost items to you if you call us within two weeks of your departure date. A $20.00 handling fee, plus postage, will be assessed for all lost & found items that have been recovered and returned.  Any items not claimed within two weeks will be donated to a local charity.