About UsFrequently Asked Questions - Premium Vacation Rental

Frequently Asked Questions


1. Any questions before or during your stay?

You can read more in-depth about our vacation rental units (including location and other details) from our  HELP CENTER. For any other questions, please contact us directly. 

2. Which amenities and supplies are available in the unit?

Each unit is different, so please confirm the photographs and details on each property page, or contact us for further clarification. In general, the items below will be prepared and available for your use. 

  • at least 3 sets of bath towels, face towels and wash towels depending on the number of guests (not on the number of days)

  • bed linens

  • kitchen towels

  • hair dryer

  • cookware set (including rice cooker, pot, frying pan, knife, fork, spoon etc.) *no spices or seasonings are provided*

  • microwave oven

  • toilet paper & tissues

*Please purchase expendable items after consumption, and understand that we provide these services with the fees and payments we receive.*

3. Questions Regarding: Payment Method and Timing, Cancellation Fee and Policy

You can read more in depth about payment and cancellation details for all Lei Hawaii Realty units on our Cancellation Policy  page. 

4. Are additional room cleaning services available while I stay? Can I request them?

Our cleaning services are done prior to Check-in. Additional services are not available as of now and all other cleaning (including laundry) are the guests responsibility. 

5. Which expenses are covered under the CSA Guest Insurance?

When making a reservation, you can choose whether to pay a deposit directly to us, or alternatively, buy the CSA Guest Insurance. For general information about the insurance, click here

If you pay the deposit directly to us instead of buying the insurance, and the unit has no damages, the deposit will be refunded within one month after your check-out.

If you pay the deposit directly to us instead of buying the insurance, and the unit has any new damages, we will inform you and use the deposit to fund any necessary repairs. If the deposit is not sufficient enough to cover the damage, the credit card you provided at the time of your reservation will be charged.

**All credit card fees will be charged to the guests.** 

6. How will I check in and out?

Generally speaking, check-in is after 3pm and check-out is before 10am, however, some units will have custom check-in and check-out times. Before your stay, you will be informed by email how to check-in and out of the specific unit you've booked. Most condos and horses have lockboxes which require keys to open. 

7. Are early check-in or late check-out possible?

As of right now, modification to the check-in and check-out times are not possible. If you would like to check in early or check out late, you will be required to add an additional night to your reservation. . 

8. Do all Lei Hawaii units have WIFI?

Yes, all Lei Hawaii units have WiFi on-site, however WIFI is not available on the amenity deck or outside.

Please be aware that some unit buildings or internet providers could have maintenance, resulting in temporarily unavailable WIFI connection. In this case, we may be able to provide a portable WIFI upon request of the guest.

9. What should I do if I encounter any troubles during my stay?

Emergency contacts will be provided to all guests upon booking, however, during your stay, if you encounter emergency troubles, please contact us directly and we will come to the site. In the case of non-emergency troubles, we will advise and support via phone, email, etc. 

10 What is the minimum and maximum length of stay?

Many units have a minimum booking requirement of 2 nights, while others have a minimum of 30 nights. Because each room varies, please check the specific property page of your booking for clarification. Reservations may be made for up to 12 months. 

11. Are pets allowed in Lei Hawaii units?

As of right now, Lei Hawaii offers no pet-friendly vacation rental units. 

If you have a service animal, please notify us in advance. A certification *must* be submitted, as some unit owners have specific pet allergies. If you fail to notify us and stay in the unit with pets, you will be required to immediately leave the unit and pay a special cleaning fee and penalty. 

12. Do all Lei Hawaii units have parking?

Many of our vacation rental units have an attached parking spot, or a parking space inside the condo. For the units with non-attached parking, space will be available at the guests expense. For properties with no parking, parking spots will be the responsibility of the guest to find and purchase. 

If parking is a requirement for you, please search our website for the vacation rental units with a parking spot, and check each of the units description section for parking details. 

13.  Will you store my luggage?

We are not able to store luggage in our office, nor are most condos or hotels. However, some hotels and hotel-condos do offer storage for a small fee. Please check condos and hotels for this service.

14 What is a hotel-condo?

This is a condominium which operates as a hotel. 

In Hawaii, some hotels offer hotel units for sale, and each unit's owner is able to choose who the unit is operated by (either by the hotel or a management company like us). So, even though a building looks like a hotel, and has hotel-like amenities, including a first floor front desk/concierge, daily cleaning and room service, most vacation rental users are not permitted to these hotel-like services. However, some hotels do permit access to vacation rental users. 

Please check each vacation rentals page for clarification on the service and amenities you may use.

15. Any questions before or during your stay?

You may read in depth about our vacation rental units (including location and other details) from our HELP CENTER.