Help for Guests

FAQs

Questions about your stay with Maui Rentals

When is the best time to visit Maui, Hawaii?

There is truly no bad time to visit Hawaii! The peak tourist seasons however are the summer months and then the winter season. Surfers have the best conditions during the winter months and many flock to the islands.

Reservation Process

Why should I choose Maui Rental Group?

Maui Rental Group provides the best service and vacation rentals in Hawaii. We are staffed by local Vacation Planners and a full-service Operations team, who provide 24-hour support if an emergency arises during a guest stay.

What is the best way to book a Hawaii vacation rental?

Book direct and save! By booking directly through Maui Rental Group, either via our website or over the phone with a local Vacation Planner, guests will always receive the best rate available and save on fees from third-party sites.

How much is due at time of booking?

For reservations booked over 45 days prior to arrival, a down payment of $300.00 ($1,000.00 if reservation total is over than $4,000.00) is required at the time of booking. If arrival date is within 45 days, reservations must be paid in full at time of booking.

If reservation is booked over 45 days prior to arrival, when is the balance due?

Guests may login to their Guest Portal at anytime to make payments on their upcoming reservation, but the remaining balance is due 45 days prior to arrival.

How old do you have to be to rent a property?

The contracted guest must be 25 years of age to sign the rental contract. A parent or legal guardian must accompany all guests who are under the Minimum Age for the entire duration of the rental. You agree to provide us with proof of age upon request. Please contact Maui Rental Group if there are any questions regarding minimum rental age.

What communications will you provide after I reserve and when will I receive my door code?

Guests will book your unit with the understanding the property will be available.

We will email you your online rental agreement that will need to be electronically signed, along with information on travel insurance, information on how and where to check-in and any pertinent information needed for your stay.

Guests will have access to information on the app three to five days prior to check-in. Reservation must be paid in full, and contract must be e-signed prior to this information becoming available.

What is your cancellation policy?

30 Days or More Before Check-in: If we are notified of your intent to cancel 30 days or more before your check-in date, you will receive a refund minus our service fee, travel insurance, and taxes.
15-29 Days Before Check-in: If we are notified of your intent to cancel 15-29 days before your check-in date, you will receive a refund minus the service fee, travel insurance, taxes, and 50% of the total reservation rent.
14 Days or Less Before Check-in: If we are notified of your intent to cancel 14 days or less before your check-in date, there will be no refunds issued.

Check-In & Check-Out Process

What time is check in?

Check-in is at 4:00 pm, and staff is unable to release keys until 4:00 pm. If guests arrive to the island prior to approved check-in time, we kindly ask that guests make other arrangements and plan accordingly, as keys are not released and access codes are not active until approved check-in time.

Where do we check in?

Check-in and check-out location varies by property. For check-out, keys are returned to the same location as check-in. Please refer to your rental agreement and/or check-in instructions email, and please contact Maui Rental Group with any questions.

Who is able to check in?

The contracted Guest must be present at check-in and provide ID. If alternate arrangements are necessary, please contact us in advance, so we may let you know if we’re able to make other arrangements.

What is needed to check-in?

You may be asked to provide a government-issued license and vehicle information (make, model, color, license plate information).

What time is check out?

Check-out is at 10 am.

Trip Planning

Are additional guests allowed at my vacation rental?

All properties have established Maximum Occupancy limits, as listed in the Rental Agreement. At no time during your Reservation Dates are Guests to exceed the Maximum Occupancy for your Rental Property. Occupancy is defined as the total number of people at the Rental Property at any given time, not only overnight guests. All guests, including daytime visitors, must be registered on your Guest Registration.

What’s included in my Maui vacation rental?

We supply you with a limited starter kit of toilet paper, soap, paper towels, and dishwasher detergent for your convenience. There are several shops you can visit nearby to purchase supplies for your stay.

What should I bring/buy for my rental?

We recommend bringing the following to your Maui rental: trash bags, paper towels, laundry detergent, dishwasher packs, and extra toilet paper.