Aloha,

We are pleased to be a part of your Maui vacation! We want your stay to be as memorable and relaxing as it possibly can be.  We hope this FAQ will answer some of your questions, to help you better your stay. In addition, please do not hesitate to let us know if you have any additional questions or comments. We are very much looking forward to having you as our guest!
 
What does my Island Host/Personal Concierge do?
Your dedicated Island Host/Personal Concierge is there to assist you in setting up any services or activities before and during your stay here on the Island. They will welcome you at your accommodations while answering any basic house questions.  It is recommended that you set up any activities prior to coming to the Island.  However, your Island Host can also set up activities while you are here. Your Island Host will also ensure that your vacation itinerary runs flawlessly by checking in with you throughout your stay. 
 
What do I need to bring on my vacation?
Our homes are stocked with everything needed for a comfortable vacation stay. Most properties include the basic house amenities: beach towels, toilet paper, laundry detergent, kitchen supplies, a hairdryer, an iron, etc. One travel size shampoo, conditioner, and body wash is provided in most complimentary gift baskets. (Additional gift basket items are available for purchase.) Our homes contain water filtration systems so you don’t need to buy individual water bottles for your stay. (This is an excellent way you can reduce your waste and impact on the island.) Please let us know if you would like other suggestions on how to reduce your waste while on island. Feel free to contact your Island Host for any other accommodation amenities.
 
Who do I call with house concerns once I am on the island?
All of our homes are appointed with a property manager. This person is responsible for any house questions or property emergencies. Your Island Host, will provide you with their name and contact number. This information will also be provided on both your itinerary and in the house manual.
 
What are the standard check in and check out times?
All of our properties include a 3pm Check In and 10am Check Out.  We do try and accommodate an early check in or later check out, if possible. Most properties offer a Half-day rate. This is to accommodate guests with an evening departure. Please note, that this service needs to be setup prior to arrival.  If you would like to set this up please contact your Island Host or Pure Maui Reservations (808) 828.1800.
 
When is payment collected for the Activity & Service Portion?
A Service Invoice Estimate will be sent to you before your stay. This will include a breakdown of costs, for your scheduled activities/services. Payment will be collected prior to your arrival, to confirm your scheduled activities/services. Should you add/change or delete any services while on the island, we will rectify your Final Service Invoice upon departure (Please allow 2-4 weeks for Final Billing) . (Please note: Most Activities & Services have a 48-72 hour Cancellation policy, with the exception of the holiday season. Feel free to contact your Island Host for additional questions regarding the Activity & Services Cancellation Policy.)
 
Do I tip?
Gratuities are a personal preference. They are appreciated by all of our service providers.  We do recommend bringing cash for the Activity Vendors & Group Tours.  You may also leave a cash tip for your service provider at the time of service. We can also add gratuity on your Final Invoice upon check out.

When can I expect my security deposit to be refunded?
Your security deposit will be returned to you via check within 2-4 weeks of your departure, less any property damages (if occurred).

What time zone is Hawaii in?
We are in the Hawaiian – Aleutian time zone and we do not observe daylight savings time.