Frequently Asked Questions
Q: What time is check-in?
A: Check-in is anytime after 3pm. If you will be arriving prior to 1pm, early check-in can be purchased for $49. Early check-in is based on availability.
Q: What if I am arriving late?
A: We understand if you need to arrive later in the day – that is not a problem. We don’t require that you check in with anyone, or stop by an office to pick up keys. You can access your vacation home anytime after 3pm with the six digit code you are given with check-in instructions. If checking in at Lahaina Shores, the front desk is staffed 24 hours/day for key card pick-up.
Q: What time is check-out?
A: Check-out time is 10am.
Q: Can I have a late check-out?
A: Late check-out is based on availability. There is an additional fee for late check-out ($49 until 3:00pm and $99 until 7:00pm). It is based on when the next person will be checking in. We will not be able to reserve a late check-out in advance. The only way to guarantee a late check-out is to book an additional night.
Q: Where are you located?
A: Our main headquarters is located in Lahaina at 94 Kupuohi Street Suite A5, however, we manage properties in over 13 resorts between Lahaina Town and Napili.
Q: How do we book a property?
A: Select a property that you like the most and then the dates you would like to vacation. Check the availability of those properties online. If they are available, you can proceed to book the property online, call, or email us to book it! We respond to all emails within 24 hours.
Q: Can I get internet access?
A: Yes, we provide complimentary WiFi in your condo. The log-in information will be displayed in the condo.
Q: What standard items are included with every rental property?
A: We provide the following for each rental:
• One set of linens for each bed and pullout couch
• Blankets and bed comforters that are clean and are regularly professionally cleaned
• Enough laundry soap to do at least one load of laundry
• 1 new sponge for each kitchen sink and dishwashing soap
• 1 pump soap container at each sink filled with anti-bacterial hand soap
• 1 bath towel, washcloth and hand towel for each guest in the condo
• 1 set of AVEDA shampoo, conditioner, and soap for each bathroom
• A coffee maker with filters
• 1 package each of regular and decaffeinated coffee, and sugar/creamer
• A blender
• Pots and pans
• Glassware, dishes, and flatware for maximum number of guests
• Serving/mixing bowls, colander
• Fire extinguisher under the kitchen sink
• First aid kit under bathroom sink
• A broom and a dust pan
• Salt & pepper
• Trash bags for all trash receptacles
• Iron and ironing Board
• Hair dryer
• Air Conditioning in each bedroom and family room
Our “Activity Closet” in each unit includes the following items:
• Beach Chairs (4 in 2bd/2ba and 2 in 1bd/1ba)
• Beach Umbrella
• Beach Towels for maximum guests
• Beach toys
• Games – a deck of cards and a few board games
• DVDs and a DVD player (you can also rent DVDs at the grocery store down the street)
Our complimentary “Baby Bundle” in each unit includes the following items:
• Pack N’ Play and sheet
• Booster Seat
• Umbrella Stroller
• Outlet covers throughout the condo
If any of these items are missing or not working when you arrive at the property - please let us know and we will attend to getting the items replaced as quickly as possible. Please note: we do not replenish the perishable amenities (coffee, toilet paper, shampoo, etc).
Q: What is your mailing address if I need to mail you something?
A: Mailing Address:
94 Kupuohi St Suite A-5
Lahaina, HI 96761
We can NOT accept mail or packages for guest reservations. If you need to have something mailed to you while staying at Aina Nalu, please make arrangements with USPS for a postal intercept.
Q: What do I do if my luggage is lost?
A: If your luggage is lost at the airport, contact your airlines and have them deliver the bags to you at your property. You will need to make sure that the driver that will be delivering your bags has your personal cell phone number. The front desk will NOT accept luggage for you. You will need to have the driver of the shuttle/delivery service call you upon arrival and meet him at the front lobby to pick-up your luggage.
Payments & Charges
Q: When is my first payment due?
A: 50% deposit on the total rental is required to book your stay with us. The balance is due 30 days prior to check-in. We accept all major credit cards (except AMEX).
Q: Once I have paid in full, what should I expect next?
A: After you have paid in full, and 14 days before your arrival, we will send you the driving directions and access information to your vacation rental property by email. If you don't have your information within 2 weeks of the stay at the property, please contact our office so we can re-send it to you.
Q: What is your cancellation policy?
A: A thirty (30) day written notice is required for cancellation. Cancellations that are made more than thirty (30) days prior to the arrival date will be given a full refund, minus the $29 booking fee + tax. Cancellations or changes that result in a shortened stay, that are made within 30 days of the arrival date, forfeit the full advance payment and damage/reservation deposit.
This is with the exception of properties HONUA KAI 346 and HONUA KAI 520. These two properties have a NO CANCELLATION policy. Once a reservation has been booked, there will be no refund if cancelled or shortened.
Cancellation or early departure does not warrant any refund of rent or deposit. Coconut Condos’ cancellation policy does not provide refunds for unforeseen developments such as illnesses, mandatory hurricane evacuations and similar events that can affect your trip. We strongly suggest that you purchase travel insurance. Airbnb reservations defer to the Airbnb cancellation policy.
Q: We will be working or doing business on vacation and MUST have high-speed internet access and good cell phone coverage. Can that be guaranteed?
A: 100% of our rental properties offer wireless access in the condos; however, we do not guarantee working internet access and do not offer refunds if it is not working. Many shops in the area offer free WIFI if the internet in the condo isn't working to your satisfaction.
Q: What is expected of me in regards to the cleaning of the property after my stay?
A: Your property should be cleaned to your satisfaction when you arrive. Cleaning is included in your rental price. However, should the cleaning of the property exceed the hours expected, you will be charged $25 per hour from your credit card on file for any extra time it took to clean the property.
Q: What do we need to bring with us to our vacation property?
A: Whatever will make your vacation one of a lifetime! All of our properties are equipped with a full kitchen. If a previous guest has left basic cooking supplies (oil, seasonings, etc.), we will leave these for the next guest; however, we don’t replenish them. We provide basic amenities and there are some beach and baby supplies in each condo.
Q: What happens if we leave something behind after we leave?
A: If we find an item, we will keep it for 30 days after check-out. Please contact us as soon as possible if you think an item was left behind in a condo. After 30 days, if we are not contacted, we will donate the item. We do charge a fee to retrieve and keep any items. In addition to shipping and handling charges to return your items left behind, we charge $25 to look for and store lost items. Please make sure to triple check the rental property before you depart to make sure you leave nothing behind.