FAQs
Frequently Asked Booking Questions
Please tap/click on the question for the answer to pop up.
How do I book direct?
Easy – just enter your dates and number of guests in the website search bar. Check the available condos, select the one you’d like to book and either send an inquiry for more information, or select “Book Now” and follow the prompts.
We have a 3-night minimum, and a 7-night minimum over Christmas (no check-ins or check-outs between Christmas and New Year’s). We will consider shorter stays when they fit into shorter openings, with a 2-night minimum.
We also list our condos on Vrbo and Airbnb, and you are welcome to book there as well.
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How do I pay?
We accept payment by credit card or by US$ check/money transfer.
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Why do I need to sign a rental agreement?
It is our policy for all primary occupants of our condos to sign our rental agreement. The rental agreement stipulates the exact dates, check-in/check-out times and procedures, cancellation policy, and a few basic house rules so there are no surprises.
For the rental, we collect your address, contact information, and the names of all who will be staying overnight in the condo. This information must be accurate for insurance purposes.
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What is the maximum occupancy?
The maximum occupancy at all our condos is four persons. This includes all humans with a heartbeat – yes, infants too!
The condos are specifically outfitted with beds, bedding, towels, dishes, etc. for up to four people. Occupancy is based on fire-code rules we have to abide by.
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What is the cancellation and change policy?
Please refer to your rental agreement for your specific cancellation terms.
Current policy:
- Guest receives 100% if cancellation occurs at least 30 days before arrival.
- No refunds within 30 days of arrival.
- There is a 24-hour grace period with free cancellation (no cancellation fees or partial refunds) if arrival is at least 72 hours away.
Please give as much notice as possible so we can rebook.
Force Majeure: There may be circumstances beyond the Company’s control and contemplation in which the property might not be available for your booking. Examples include, but are not limited to, destruction of or severe damage to the property.
In the event of Force Majeure, the Company will refund all monies paid (pro-rated to dates remaining, if applicable). This refund is the full extent of the Company’s liability to you in such circumstances, and the Company will not be responsible for any other costs connected with such cancellation, however arising.
Notable exception: Covid-19 is not covered under the Force Majeure clause since it is a known condition at the time of booking. Trip insurance is highly recommended.
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Do you allow pets?
No pets are accepted in this vacation home.
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Smoking and vaping
This is a non-smoking condo. Please do not smoke or vape in our condo or on the lanai. You may ask at the front desk for designated smoking areas. Thank you.
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Can I get early check-in or late check-out?
Should the condo be ready prior to check-in time, we will let you know by text, email, or through the booking platform.
Alternatively, you are welcome to book the condo for an extra night to guarantee use on check-out day.
Check-in times:
- 3:00 PM – Kamaole Sands 2-206, Maui Kamaole I-103, and Sugar Beach 104
- 4:00 PM – Palms at Wailea 503 (the larger condo takes longer to clean)
Check-out is 11:00 AM. You should be physically out of the condo, with all luggage, at this time so our cleaning team can begin preparing the condo for the next guest.
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I arrive late. Is that a problem?
No problem.
As long as you have your rental car booked and a flight number attached to it, the rental car places do stay open. There are, after all, some 150+ other people on your flight who also need their cars.
For the condo, make sure you have your check-in information handy. Plug the address into your phone (or figure out the directions prior to arrival – we have them in the check-in information as well) and head directly to your condo.
The four-digit door code in the check-in information will give you access to the condo via the electronic lock.
- Kamaole Sands: Please stop by the office and check in.
- Sugar Beach: Go to the office the next morning during office hours (9 AM–4 PM).
- Maui Kamaole and Palms at Wailea: Currently use email check-in. See the instructions attached to your check-in information.
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What supplies can we expect at check-in?
We provide a starter supply of toilet paper (2 per bathroom), paper towel (1), Kleenex (1), and trash bags (3). You may want to bring extra from home. If you are running low, please add these items to your shopping list for your next grocery run so you don’t run out.
We supply dish tabs, hand/dish soap, laundry soap, and fabric softener. If you run out of those, let me know and I will refill them.
Here is an inventory of what is provided:
Beach
- 4 beach chairs
- 2 boogie boards
- 4 beach towels
- 1 cooler
Bedroom (per bed)
- 2 sets of sheets
- 2 mattress pads
- Pillows
- Blanket
Bathroom
- Bath, hand, and face towels
- Bath mat
- Hair dryer
Kitchen
- Set of dishes and glasses (8)
- Cutlery
- Knife block
- Pots and pans
- Spice rack with spices
- Cutting boards
- Food preparation utensils
- Serving dishes
- Dish towels
- Placemats
- Pot holders
Appliances & other amenities
- Stove/oven
- Refrigerator
- Dishwasher
- Microwave
- Washer/dryer
- Vacuum
- Vitamix
- Toaster
- Hand mixer
- Drip coffee maker
- Coffee grinder
- Rice cooker
- Tea kettle
- Iron and ironing board
- Landline phone
- 2 TVs
- Cable
- Wi-Fi router
- Bedroom safe
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What are the check-out expectations?
Unless other arrangements are made in advance, check-out time is 11:00 AM.
- Check each room to ensure you have all your personal belongings.
- Leave the condo tidy and in good condition. This includes washing dishes, running/emptying the dishwasher, taking out all trash/recycling, and not leaving excessive amounts of laundry (3 or more loads).
- Excessive cleaning fees will be withheld from the security deposit.
- Please ensure the A/C and fans are turned off and all windows and doors are closed and locked.
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What should I do if there’s a problem?
We live a short 5–10 minute drive from each of our condos. Should you have any problems, please call or text us and we will be happy to assist you.
Our phone numbers are listed on the rental agreement and the check-in information.
Should we need to bring in a service person for repairs, one of us will accompany them at all times. However, we do ask that you please place any valuables in the bedroom safe provided or take them with you.
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Frequently Asked General Questions
Do I need a car rental?
We strongly recommend renting a car, especially if staying at our Sugar Beach condo in North Kihei or Palms at Wailea in Wailea, as the nearest grocery store is not within walking distance.
We recommend booking a rental at the airport (Kahului OGG) for convenience. Check out our Maui blog for rental car tips.
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The weather forecast is for rain. What do I do?
Maui is an island with many micro-climates. While the Iao Valley is the second-wettest place in the State (386 inches of rain a year), the sunny South side of Maui, where our condos are located, averages between 8–11 inches a year. Most days, if you don't like the weather, just take a drive – you're bound to find sunshine somewhere.
December and January tend to be the rainiest months, while May–September tend to be the driest months (unless a hurricane comes through). Hawaii does have a hurricane season, June–November, with the majority of storms typically seen July–September.
Should it be rainy, it will be like a summer rain day. It will still be warm, generally in the mid-70s.
Please watch out for flash floods. It can rain much heavier upcountry, sending flood water down to where you are. Do not drive to Hana or upcountry during flooding or heavy rain.
Please also stay out of the ocean until the water is clear again. Flood runoff can contain contaminants, and murky water can attract sharks as they forage for food.
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I have a late flight home. What do I do between check-out time and my flight?
May I suggest booking the condo for an extra night? Yes, I realize it's an added cost, but it means you can truly enjoy your last day on island without worrying about luggage stored in your car.
For families with young kids, it means your children can have their naps. You can spend the day at the beach and have a place to shower and clean up. You aren't wearing your travel clothes all day and getting sweaty.
If the condo isn't available, you will need to be out by 11 AM so the cleaners can prepare for the next guest. A couple of options for your last day include:
- Maui Ocean Center
- Exploring Upcountry, where temperatures tend to be cooler
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What do I do with my phone and keys at the beach?
Honestly, don't take anything of value to the beach. If you must bring your phone (I know, it doubles as our camera, book, lifeline, etc.), make sure someone stays with your belongings when you go in the water.
Alternatively, pick up a waterproof case, either at home or at an ABC Store. Some people use Ziploc bags to protect their phones when paddle boarding, although I wouldn't personally recommend relying on one.
If you are staying at one of our condos, we have keyless entry, so it's just the car key you need to worry about.
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Is it safe to leave valuables in the rental car?
Would you leave valuables in the car where you live? Probably not.
If you must leave belongings in the car, perhaps because you can't check into the condo until 3 or 4 PM or because you have a late flight and couldn't get a late check-out, place everything in the trunk and do not open the trunk again until you are ready to leave.
If you are renting a Jeep, there is no secure trunk and everything may be visible and accessible, particularly with a soft-top.
In sixteen years of living on Maui, our family hasn't had a vehicle break-in, but that doesn't mean it can't happen.
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Is it safe to leave valuables in the condo?
Generally, yes. However, there are others who by necessity have access to the condo, including the owner, property manager, cleaning team and complex manager.
At our condos, we provide personal safes for guests to use. Otherwise, I recommend placing valuables in a drawer or, at minimum, keeping them out of sight.
This is especially important in a ground-floor condo. Please close the blinds when you leave and don't leave laptops, phones, tablets or wallets visible from outside.
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Is it safe to walk at night?
You may have noticed that it is really dark on Maui at night. Power is expensive here, and street lighting isn't cheap. On the plus side, it makes for some great star viewing.
Generally, the tourist areas are quite safe for walking at night, but use common sense. I also strongly recommend taking a flashlight. A number of years ago I missed the edge of the sidewalk – ouch! I ended up walking with crutches for over a month.
All in all, Maui is a pretty safe place to be. But like most places, we also have drug and homeless problems, and crimes of opportunity do happen. A little common sense will help you have a great vacation.
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Will I need air-conditioning?
That really depends on you individually. However, for your comfort all our condos are fully air-conditioned.
Sugar Beach 104 has central air in the living room and bedroom with one wall-mounted control in the kitchen. The other three condos have split-system A/C with individual controls in the living room and bedrooms.
No noisy window units! We also have high-quality ceiling fans in all living rooms and bedrooms.
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Cara's favorites – restaurants and activities
I'm often asked about my favorite restaurants and activities. I update my lists once a year. What are your favorites? What should I try? I'd love to hear from you!
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Are your condos affected by the August 2023 wildfires?
Maui experienced devastating wildfires in August 2023, with significant damage to West Maui, specifically Lahaina. Our condos are all located in South Maui, approximately 30–45 minutes from the Lahaina fire zone depending on your location.
Our condos were not damaged by the fires, and many other parts of Maui, including Maalaea, Kihei, Wailea and Makena, were also unaffected.
Maui's economy is hugely dependent on tourism. During Hawaii's COVID shutdown in 2020, there was 32% unemployment, not including small business owners. Supporting local businesses, restaurants and food trucks helps our community.
Please be respectful while visiting Maui. Don't drive into damaged areas to look around or take selfies in areas affected by the fires. If you'd like to help, consider volunteering or donating to local organizations.
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General Maui information?
Approximately 2.9 million visitors come to Maui each year. The winter months, roughly mid-December through mid-April, are the most popular and coincide with humpback whale season.
The slowest times of year are generally June and September. June is wonderful; September can be humid.
The main airport on Maui is Kahului International Airport (OGG). There are also two small commuter airports, one in Kapalua and another in Hana.
Maui has many microclimates. The Iao Valley is the second-wettest place in the State, receiving approximately 386 inches of rain a year, while sunny South Maui averages about 8–11 inches.
March is generally the coolest month, with daytime highs around 81°F and evenings around 70°F. August and September are generally the warmest, with daytime temperatures in the low 90s and evenings around 80°F.
Hawaii's hurricane season runs June–November, with the most active months usually July and August.
Please check out our Maui blog for more information and ideas to help plan your stay!
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I heard short-term rentals are illegal on Maui?
Maui County Council recently passed legislation to phase out approximately half of the island's short-term rentals. In South Maui, where our condos are located, the current phase-out date is January 1, 2031.
There will be no change to our ability to operate as short-term vacation rentals until then.