WILL WE HAVE ACCESS TO THE MAUNA LANI BEACH CLUB?
A visitor’s access card is available on the desk in the living room. Use it to swipe entrance into the Beach Club.
CAN WE CHECK IN EARLY?
Check-in is at 4PM. We will try to accommodate early check-in requests. However, if there are guests checking out the day you arrive, we do not have sufficient time to clean our villa and offer an early check in.
CAN WE GET A LATE CHECK-OUT?
If you are leaving on the red-eye, we suggest you book an extra day to squeeze 10 more hours into your vacation. If you decline this option, we must ask you to check out no later than 11AM, when our housekeeper starts cleaning.
IS SMOKING PERMITTED?
Our property conforms to the State of Hawaii Smoke Free Law. No smoking is permitted within the unit or within 20 feet from the building entrances, windows, and ventilation intakes including the lanais as required by Hawaii State Law. Fines will be imposed for violations.
ARE LINENS, TOWELS AND COOKING EQUIPMENT SUPPLIED?
Yes, our villa is fully furnished with a complete kitchen including microwave, blender, coffee-maker, coffee grinder and toaster, and all of the cooking equipment to prepare a gourmet meal. All linens are included as well as beach towels, beach chairs, coolers and an beach umbrella. We provide a starter kit of 100% Kona coffee and tea for your first morning. Housekeeping provides soap, trash liners and dish soap, dishwasher tabs, laundry detergent and dryer sheets to start you off when you arrive. Additional items are the responsibility of our guests.
ARE BEACH GEAR, SNORKEL GEAR OR BIKES PROVIDED?
A beach umbrella, chairs, boogie boards and snorkel masks and fins may be available for your use, but we cannot guarantee any of these items as they often need to be replaced. Please note that there are plenty of nearby services that offer bicycle rentals.
IS MAID SERVICE INCLUDED?
No, although our villa will have been thoroughly cleaned just prior to your arrival, daily or weekly maid service is not included in our rates. However, we can arrange for these services at an additional charge.
ARE WEDDINGS OR OTHER SPECIAL EVENTS ACCEPTABLE?
Yes, Weddings/Events are allowed at Kulalani. If you plan to hold a ceremony or reception or even a birthday party at the pavilion, please specifically ask us about this and we will facilitate booking the gathering pavilion for you (additional fees apply). Reservations for 10 or more people requires of minimum of 48 hours advance booking to ensure use of the pavilion.
ARE CRIBS OR ROLL-AWAYS AVAILABLE?
No, a crib is not provided. However, a rollaway cot may be available for an additional fee.
HOW MUCH IS THE DAMAGE DEPOSIT, WHEN IS IT DUE AND WHEN DO WE GET IT BACK?
The initial damage deposit is due 3 days from your booking date. We strive to refund the $500 damage deposit well within 14 days of your departure. The majority of guests receive their entire damage deposit back within a few days, especially those who have treated our villa with respect and care.
WHAT IS THE PROCESS FOR PAYMENT AND WHAT FORMS OF PAYMENT IS ACCEPTED?
Once we have the signed rental agreement returned, we issue an invoice through PayPal. PayPal will send an email to you with instructions on the payment process. We never receive any of your debit or credit card information. Through PayPal, we accept debit card, Visa, MasterCard, American Express and Discover.
WHAT ABOUT KEYS AND DIRECTIONS?
Our normal procedure is to email you the complete check-In Instructions after you have made your final payment. We will also send a second (reminder) email approximately 1 week prior to your arrival. The check-in Instructions include driving directions from the Kona Airport, the phone number at our villa, the lock-box code for key access and other important information.
WHAT IF I HAVE TO CANCEL?
Our cancellation policy is covered in detail in the rental agreement. We strongly encourage all guests to obtain travel insurance (trip cancellation and trip interruption insurance) prior to their departure.
WHO DO I CALL IF THERE IS A PROBLEM AFTER I ARRIVE?
The confirmation and welcome letter we send you has our contact information. You can also email us for all other issues. Our phone number is on the confirmation and welcome letter. Dial 911 for all emergencies.
DO WE NEED TO LEAVE THE PROPERTY LIKE WE FOUND IT?
Yes, guests are required to maintain the property to the condition in which they found it. All guests pay a $180 cleaning fee, which covers 5 hours of cleaning from our housekeeper. The purpose of the exit clean is to restore the villa to the hotel-ready condition it was in when you checked in. For example, after you check out, our cleaning service provider will finish the laundry, make the beds, sanitize the bathrooms, disinfect the kitchen, unload the dishwasher, dust the furniture, replenish all supplies and make everything sparkle as it should. If the housekeeper must work longer, a charge of $75 per hour will be taken out of your damage deposit. Detailed check-out procedures are contained in the rental agreement.
WHERE DO WE GET GROCERIES?
There is a Costco store a short drive south of the Kona Airport. For easy access, a Foodland Farms supermarket is located at The Shops at Mauna Lani. We have arranged for our guests to receive discounts on their grocery purchases at Foodland Farms when they present the key tag to the cashier (a key tag is provided on each key chain).
CAN WE DO LAUNDRY?
Yes, there is a front loading washer and dryer on the main floor of our villa.
We have a copy of Hawaii The Big Island Revealed: The Ultimate Guidebook by Andrew Doughty available in the villa for our guests to use during their stay.
Thank you for visiting our Kulalani at Mauna Lani vacation rental villa website (www.vacationrentalbigisland.com)
and considering us for your Big Island vacation destination!
