FAQ’s Page

/FAQ’s Page
FAQ’s Page 2017-04-15T11:12:17+00:00



Cancellation Policy
Travel Insurance
Check In
Late Check Out
Supplies Provided in Condos and Homes
Internet and WiFi
Golf Discounts
Hilton Discounts
On-line Payment
Payment Terms
Area Information
Deposit Refunds
Emergency Numbers
Baby Rentals
Shipping Items Ahead of Time

Cancellation Policy: Cancellations made sixty (60) days or more prior to arrival with written notice shall be given a full refund minus a $100.00 cancellation fee.  Cancellations made less than sixty (60) days prior to arrival shall forfeit the entire rent plus the 13.4166  percent Hawaii tax on the rent. The security deposit and cleaning fee shall be returned. If we are able to re-book the property for any days during the cancelled period, we will refund the amount of the rent plus tax for that booking. There is no refund for early departures or no shows. We are sorry, but there are no exceptions to this rule for our protection.  We strongly recommend that you purchase travel insurance to protect your investment in case of unforeseen circumstances that may arise.

Travel Insurance: We strongly recommends that you purchase travel insurance prior to your visit to Kona. This protects you against unexpected emergencies and unanticipated misfortune. Vacations are often scheduled over a year in advance and stuff happens! We do not sell insurance but recommend that you use one of the better known policy writers such as AllianzTravelGuard, CSA, or InsureMyTrip.com.

Check In: Check in time is 3 PM. Whenever possible, we will accommodate early check in’s. Please email or call us upon arrival at the airport to check for possible early availability before showing up at the rental property. We frequently have back to back rentals, and we wish to be respectful of our current guests. Each home or condo takes 3-5 hours to fully clean and it is not practical for the incoming guests to leave luggage or groceries until the unit is completely finished.

Late Check Out:  Check out time is 11 AM and is strictly enforced as we often have back to back rentals. We can accommodate late check outs when we do not have another group coming in immediately. If you know well in advance that your plane is leaving late and you would like a later check out, please request this via e-mail to us as soon as you are sure. There is a $100 fee for a late check-out as we cannot rent the condo for that night, but then you can stay as late as you like and enjoy the last day fully. If you’d like to add that, please let us know and we can send a revised confirmation.

Keys: Each condo is equipped with a lock box containing the entry key. Upon payment in full, you will be given a code to access the lock box. Once you have gained entry to the property and picked up the guest keys for your use which will be left upon the kitchen counter, please replace the lock box key back in the lock box. This is your emergency back up key. Please be sure to leave the guest keys on the kitchen counter at the time of check out. There will be a substantial charge taken out of the deposit for lost keys, lost beach cards, and lost gate and garage clickers.

Parking: Each of our rental properties allows at least one vehicle to park. Some of the condominiums require a permit to be placed on the dashboard of the vehicle. There is never a charge for parking. If a permit is required it will be left in the condo with the unit keys.

Supplies Provided in Condos and Homes: Each of our properties is fully supplied with most of the amenities that you will normally need including paper towels, Kleenex, toilet paper, sheets and bedding supplies, kitchen utensils, garbage bags, etc. Bath and hand soaps, hair dryers, cleaning and laundry supplies, beach towels, beach chairs, a cooler, and an umbrella are in each rental unit. We expect our guests to be courteous and to not  take home supplies that are not used at the time of their stay at our property.

Costco: Most visitors arrive to West Hawaii via the Kona International Airport (Keahole). After picking up a rental car, the next stop is Costco to stock up on groceries, supplies and alcohol.

Directions from Kona International Airport to Costco
Kona International Airport To Costco
Drive 5.07 mi, 12 Minutes
From Airport at 73-361 Kupipi Street, Kailua-Kona, HI 96740, USA
Exit the Airport Access Road (Keahole Airport Rd) and Head South (Right) at the stoplight (Approximately 0.6 mi).
Turn right onto HI-19 and travel 3.14 mi
Turn left onto Hina Lani St and make an almost immediate right turn (492 ft) onto Kanalani St
Travel 0.315 mi on Kanalani and Take the 3rd left onto Maiau Street
Travel approximately 0.3 miles and Turn right 230 ft
—Can’t miss it. Just follow the traffic!
73-5600 Maiau Street, Kailua-Kona, HI 96740, USA

Internet and WiFi: Each of our properties is equipped with cable TV and WiFi. The WiFi is password protected. The instructions and passwords are provided in the first page of the notebook in each unit.

Golf Discounts:  Golf discounts are generally not available except at some of the Mauna Kea properties (but a registration fee is generally required there). Tee Times Hawaii is good source for reserving times and discounted rates at all Hawaii courses. Their website is: Tee Times Hawaii. Choose Hawaii and the Big Island. You can reserve times online or call (866) 927-1453.

Payment Terms: 25% of the total amount is due at the time of the booking and the remaining balance is due 60 days prior

On-line Payment: Please submit payments at our secure webpage: SubmitPayment. We accept Visa, MasterCard, American Express, and Discover Cards.

Deposit Refunds: Deposit refunds are made within 14 days of departure. For the owner’s security, the rental property needs to be checked for damages prior to the refund.

Area Information: Information on Hawaii Island can be found on our web site at: Big Island or many other web sites. A popular book is “Big Island Revealed” that is almost always available at the Kona Costco store or online at Amazon.com. See: The Big Island Revealed.

Groceries: If you have a Costco membership, the Kona Costco is located about two miles south of the airport and is a great place to stock up on grocery items and other supplies that you may need during your stay. Additionally, there are small grocery stores located at the Mauna Lani and Waikoloa Beach Resorts. These stores have deli’s and alcoholic beverages but are more expensive. Within the town of Kailua-Kona, there is a Safeway, KTA, and Sack and Save.

Hilton Discounts:  The Aloha Fun Pass and Ohana Fun Pass are no longer offered as of November 1, 2012

Fishing:  For fishing, we have the following recommendations from previous guests and from a friends and patients.

Bite Me is probably the largest fishing charter in Kona. They run at least five boats of various sizes. Bite Me. They also have a small cafe at the Harbor and sell the freshest fish available anywhere in the world.

Jeff Heintz consistently brings in the big ones. A long time patient of David’s and a good guy. “Because I own and operate the Linda Sue III and do all my own maintenance, I can offer the GUARANTEED BEST RATES AVAILABLE in Kona for a 35′ Charter Boat with a 2-man crew. In most cases when talking to other charter boats, the person you are talking to on the phone is likely not the person running the boat. That could have you open for some “big surprises”. Wouldn’t you like to get all of your questions answered up front? CALL ME, JEFF HEINTZ at 808-987-4773 with any questions you might have. If I’m out of range, leave your name & number and I will call you back.”

Fire Hatt Fishing Charters is run by one of  David’s patients and is a retired Fireman. Honokohau Harbor, Slip B-16, Kailua-Kona, HI 96740. Phone:(808) 987-0038

Captain Jeff Rogers: www.fishinkona.com. He is highly recommended by a return guest who fishes with him each year. The guest is a very well known fisherman in Holland and this year he was filmed for tv while he was here in March.

Catchum 1 – 31′ boat – Capt. Chuck Haulpert – 938-1400 – $450ish full day (not sure what half day is on this one either.) Smaller but very comfortable boat and Chuck is a super great guy. He goes without a crew.

Emergency Numbers:  Are listed on the second page of the welcome notebook. Hawaii Island uses the 911 system for emergencies. The first line of the condo phone will dial 911.

Shipping Items Ahead of Time: We do not have the facilities to accept packages that are shipped to Kona. Please make arrangements with the Kona United Parcel Office UPS Kona.  Additionally, you can contact FedEx located at the airport at: FedEx.

Baby Rentals: Escape to Extraordinary generally is able to supply Pack-N-Plays, and high chairs for infants. Cribs, swings, and other items can be rented for a reasonable fee at the locations below.

Aloha Baby Rentals
Serving – the entire Gold Coast of the Big Island
P.O. Box 40
Kailua-Kona, Hawaii 96745-0040
Phone: 808-989-3269 or 808-333-9315
Web site: www.alohababyrental.net
Baby’s Away – Big Island
Serving – the Big Island including Waikoloa
Phone: 800-996-9030 / 808-322-5158
Web site: www.babysaway.com
Dorkel’s Snorkel & Baby Rentals
P.O. Box 385145
68-1897 Pua Melia
Waikoloa, Hawaii 96738
Phone: 808-883-3675
Web site: www.dorkelsrental.com

Maintenance Problems: Should you have a maintenance issue, please contact Carole at (808) 987-7273. If you have an emergency problem and Carole is not available, a list of appropriate service persons or companies will be listed in the notebook at the property. Be sure to mention that you are staying at a property managed by Carole Kwiat. Some of the maintenance people may respond to the owner’s name which is also included in the notebook.