When are my reservation payments due and what types of payment is accepted?
Initial Payment: When you make your reservation with us you will be charged a Reservation Fee of $100 that is non-refundable. Your payment to us must be made in US funds by cash, check, money order or credit card. The Initial Payment is due on the date you make the reservation if you pay by credit card, or no later than seven (7) calendar days after the date you make the reservation, if you pay by cash, check, bank wire or money order. If your Initial Payment is not received by us in accordance with these dates, your reservation will not be confirmed and may be subject to cancellation.
Final Payment: Your Final Payment for Rent, Cleaning, Physical Damage Waiver (PDW) and Taxes is due 90 days prior to your Arrival Date. Your payment must be made in US funds by cash, check, bank wire, money order or credit card. We will automatically charge your credit card for this Final Payment, unless you advise us otherwise. If your Final Payment is not received by us at least 90 days before your Arrival Date, your reservation will not be confirmed and may be subject to cancellation.
What is your cancellation policy?
We understand that unusual circumstances may occur that require you to cancel your reservation. If we receive a written request (e-mail is acceptable) from you to cancel your reservation before we receive your Final Payment, any moneys previously remitted to us will be returned to you, less a reservation fee of $100 and less a Cancellation Fee of $150. For those reservations who have no moneys previously remitted to us, we will charge the credit card on file the cancellation fee of $150.
Any amounts due to us under this cancellation policy may be charged to your credit card, if the Initial Payment you made to us is not sufficient to cover all amounts due to us for the cancellation.
If we receive your written cancellation request after we receive your Final Payment, we will refund to you the Cleaning Fee and associated taxes, and any PDW Fee that you paid us. We will use our best efforts to re-book your rental dates to another guest, but we can’t guarantee that we’ll be able to do so. If your rental dates are re-booked, we’ll refund to you the Rent Amount and associated taxes received from the guest re-booking the property, up to the Rent Amount and associated taxes you paid us. If we’re unable to re-book your rental dates with another guest, you will NOT receive any additional refunds.
No refunds will be given for any early departure.
Due to the fact that our properties are individually owned, we reserve the right to relocate you in the event of special circumstances such as the sale of a property, a maintenance concern or owner usage, and if necessary, cancel your reservation.
We are NOT responsible for any other travel expenses you incur (airline tickets, rental cars, etc.), nor are we responsible for any "Acts of God" or other events beyond our control (e.g. inclement weather or construction activities near the Property).
We recommend that you consider obtaining Travel Insurance to hedge against the risk of losing any vacation investment amounts you have paid.
What are check-out and check-in times?
Your vacation condo or home, check-in time is 4:00 PM on your Arrival Date. No early check ins available unless coordinated with Garden Island Rentals in advance. We ask that you check out by 10:00 AM on your Departure Date to give our cleaners time to get the home ready for any guests scheduled to arrive on your check-out day. Your failure to check out on time could result in additional fees being charged to you.
You may extend your check-out time to 7:00 PM on your Departure Date for an additional charge of 50% of the nightly rate. For a check-out after 7:00 PM, a full day’s nightly rate will apply. We require a 72-hour notice of your desire for a late check-out, so we can insure there’s not a conflict with the next arriving guest. We cannot guarantee, however, that we’ll be able to accommodate your request for a late check-out.
What is your minimum stay?
Usually there is a 5-night minimum stay for homes and 4-night minimum stay for condos. During the holiday period (Dec 19th to Jan 3rd), there’s a 7 night minimum stay for all properties, with some properties requiring a 14 night minimum stay. Please inquire for details.
How do to secure my valuables?
When you rent a property, you assume full responsibility for the unit and its contents, including your own personal property. Always lock the screens, doors and windows when you leave. We also suggest always locking your rental car. We will provide a small safe at the property to lock your valuables in.
How far will I be from the beach?
All our properties are in the Poipu resort area and some are directly across from the beach. In any case, you’re no more than a short car ride to any of the spectacular beaches in the Poipu area. Many of our vacation homes have private pools.
How far is the Poipu resort area from the Lihue airport?
The Poipu resort area is about fifteen miles from the Lihue airport and it should take about 30 to 40 minutes (depending upon traffic) to get here. While most of our Guests rent cars to maneuver around the island, there are also taxis, shuttles, Uber and Lyft drivers available.
What fees and expenses are included in my reservation?
The reservation fee includes a) your Rental Rate, which is calculated as your nightly rate multiplied by the number of nights during your stay, b) a Cleaning Fee, c) Gross Excise Tax (4.712%) and Transient Accommodations Tax (13.25%) paid on the Rental Rate and Cleaning Fee, c) a $ 100 Processing Fee and d) a refundable Security Deposit or Physical Damage Waiver (PDW) Fee dependng on which option you select at check out.
How do I pick up the keys to my vacation home?
Each property has a lockbox which contains a key to your vacation home or a electric door lock that we will provide the code to prior to your arrival. Additional keys are inside your vacation home for those with lockboxes. We ask that you replace the key in the lockbox when you leave the vacation home each day, in case any maintenance work needs to be done when you’re away.