FAQ & Policies
Answers to common booking questions and a clear summary of our rental policies. If you don’t see what you’re looking for, give us a call at (808) 922-2111.
Booking & Payment
Is a deposit required, and when do I need to pay?
A non-refundable deposit of 30% of the rental cost is required when you confirm your booking. That deposit is applied to your balance. The remaining balance is due 60 days before your check-in date.
If you book within 60 days of your arrival, the full payment is due immediately.
We’ll email you about four days before your payment date to remind you the final payment will be processed. If you need to update the credit card on file, just email us and we’ll send a secure link to update your card information.
Two days before your arrival, we process a pre-authorization hold of $200 as a security deposit. This is a hold, not a charge — it’s released at checkout provided there are no issues with the property. In most cases this hold doesn’t even appear on your card statement.
How can I pay?
We accept all major credit cards. Your card is charged for the initial deposit at booking, kept on file for the final payment (processed 60 days before check-in), and used for the security deposit pre-authorization hold two days before arrival. You’ll receive a confirmation email after each transaction.
What is your cancellation policy?
Cancellations and reservation changes are not permitted within 60 days of your check-in date. Alohana Realty will not refund any portion of rent or fees if a reservation is cancelled less than 60 days before check-in.
For cancellations more than 60 days before arrival, the 30% non-refundable deposit will not be refunded.
All cancellation requests must be emailed to info@alohanawaikiki.com and confirmed in writing by Alohana Realty.
Why do your costs look different than what I see on other websites?
Many third-party websites (Airbnb, VRBO, TripAdvisor, etc.) may not be up to date with our current rates, may not reflect our current specials, may charge additional service fees, or may combine the total cost into one lump sum instead of itemizing rent, cleaning fees, and taxes separately.
For the most accurate and best available rates, always book directly through alohanawaikiki.com.
Check-In & Check-Out
When is check-in and check-out?
Check-in is at 3:00 PM or 4:00 PM (property-dependent), and check-out is by 10:00 AM or 11:00 AM. Most properties have a 3:00 PM check-in and 11:00 AM check-out, but always refer to your specific property’s check-in instructions.
Early check-in and late check-out can sometimes be arranged for a fee if the rental calendar permits — ask us, but we can’t guarantee it.
Do I need to meet someone to pick up keys?
Most properties allow self check-in — you’ll receive detailed check-in instructions by email about 60 days before arrival (or at booking, if you book less than 60 days out).
A few properties require us to meet you with keys. Read your check-in instructions carefully when you receive them, and contact us if anything’s unclear.
Can I store my luggage before check-in or after check-out?
If you’re staying at the Ilikai, you can store your bags at the lobby bell desk for $1 per bag.
Other properties can’t hold luggage. If you need luggage storage before check-in or after check-out, we recommend one of the baggage storage services in Waikiki — there are several within walking distance of most properties.
Do you offer airport transportation?
No — we don’t offer transportation. Uber, Lyft, taxis, and airport shuttles are all widely available from Honolulu International Airport.
During Your Stay
What's included in the property?
We provide bath towels, beach towels, bedding, and a hair dryer. Each bathroom has travel-sized shampoo, conditioner, bath soap, and three rolls of toilet paper to get you started. The kitchen has one roll of paper towels, a small supply of dish soap, hand soap, dishwasher tablets (if the unit has a dishwasher), and trash bags.
If you need more supplies during your stay, you’re welcome to purchase them at your own cost. The closest affordable grocery store is Safeway at 888 Kapahulu Ave (5–10 minutes by car from most Waikiki units). If you’d rather stay on foot, Food Pantry on Ena Road is walking distance from most Waikiki properties — smaller selection, slightly higher prices, but convenient.
Do I get daily cleaning service?
Your cleaning fee covers the cleaning when you check out. If you’d like additional cleaning during your stay, contact us and we’ll do our best to arrange it.
Can you receive mail at your vacation rental?
We can’t accept mail at our rental properties and we don’t provide mailbox keys. If you need to receive mail during your stay, you can contact the Waikiki Post Office and arrange for General Delivery — they’ll hold your mail for pickup. Or rent a mailbox from an independent mailbox service for the duration of your visit.
Do you allow pets?
No pets are allowed on any property unless the pet is ADA-certified and proper documentation of certification is provided to the Property Manager prior to booking confirmation and accepted by the relevant building’s AOAO (Association of Apartment Owners).
What's the difference between a hotel and a vacation rental?
Hotels provide a standardized room with a bed and bathroom, daily maid service, room service, on-site concierge, and other resort amenities. They can be cost-effective for one- or two-night stays, and you pay on departure.
Vacation rental condos are different — each unit reflects the individual owner’s taste in design and decoration. You reserve a specific unit, sign a rental agreement, and pay in advance. Vacation rentals are best for stays of three days or more, and they’re usually more budget-friendly per night.
You get a full kitchen (or kitchenette) so you can prepare meals and stock a fridge, access to laundry, more space to relax, and often a private lanai. Many units include free parking.
One thing to keep in mind: our vacation rental staff is always available to help, but we’re not on-site like a hotel front desk. We answer calls 24/7, but response times may be slightly longer than walking downstairs to a hotel lobby.
Incidental Charges
| Item | Charge |
|---|---|
| Unauthorized late check-out | $50/hour, or daily room rate (whichever is less) |
| Lock-out assistance (after hours) | $75 per occurrence |
| Lock replacement (lost keys) | $200+ |
| Lost security FOB | $75 – $125 each |
| Replace parking gate card or pass (Waikiki Sunset) | $75 |
| Replace parking pass and/or gate card (Waikiki Banyan) | $75 each |
| Unit or garage keys | $20 |
| Furniture rearrangement restoration fee | $50 |
| No-smoking policy violation | $500 (odor removal) + actual replacement costs for any damaged items |
| Stained, lost, or misused linens/towels | Market price + $5 per item |
| Unauthorized long-distance phone charges | Charge + $50 service fee |
Still Have Questions?
Every booking is a little different. If you don’t see what you’re looking for above, give us a call at (808) 922-2111 or send us a message — we’ll get back to you within one business day.