Frequently Asked Questions

To further assist you in your plans, below are a list of frequently asked questions. Of course, you can always give us a call for additional information as we always want to make sure all of your questions are addressed right away!

Our team works hard to provide responsive service to all of our guests. We inspect our properties prior to arrival to ensure that everything is in order. There may occasionally be something that was missed or a question about an appliance or how to operate one of the electronic devices in the vacation home. Most of our properties have a Guest Information Book for reference with some quick tips about how things work within the vacation home.

If there are any questions, concerns or suggestions during your stay feel free to email or call your Property Manager. If you are unable to reach your Property Manager you can reach out to the Reservations Manager that assisted you with the booking process.

While appliance repair issues are rare, they do occur from time to time. In the event that an appliance is faulty we appreciate guests notifying us as soon as possible so that we can begin working on a solution. Sometimes we are fortunate to be able to get an appliance repair technician to come out same day to address any issue that has come up. However, such technicians are often in demand throughout the islands so there may be times when it could take up to 48 hours for certain appliance issues to be remedied. We will always do everything in our power to expedite any repairs so that our guests are able to enjoy their time in Hawaii and the beautiful vacation home they have selected.

All of our properties undergo various forms of preventative maintenance to help reduce the likelihood of our guests experiencing any issues while they are in-house.

Our reservation software is setup so that each guest will receive an email containing the Arrival Instructions and Property Address after payment in full has been received for the reservation. This typically occurs approximately 90 days prior to arrival. The Arrival Instructions will be sent a second time approximately 7-days prior to arrival.

The Arrival Instructions will contain all of the information guests will need to find and access the property, as well as important information like WiFi access instructions and other important information about the property.

Due to the wide variety of unforeseen events that may prevent someone from traveling to Hawaii, it is strongly recommended that all guests purchase Vacation Rental Insurance along with their reservation. This coverage can be added at the time of reservation or shortly thereafter, but not right before the trip. The policy cost is 6.95% of the total reservation costs. Click HERE to learn more about this important coverage or click HERE to view the detailed Description of Coverage.

Elite’s Cancellation Policy

Guest shall inform Agent in writing of Guest’s intention to cancel the reservation. For reservations made through third parties, additional cancellation policies may apply.  The cancellation policy is as follows:

  • If Cancellation notice is received ninety or more days (90+) prior to the check-in date, a cancellation fee equal to 10% of the Reservation Total will be forfeited and the balance will be refunded within 7 days from receipt of written cancellation.
  • If Cancellation notice is received less than ninety days (0-89) prior to the check-in date, the full booking amount of rent and taxes will be forfeited. The Security Deposit and any pre-collected cleaning fees will be refunded within 7 days from receipt of written cancellation. As courtesy to our Guest, if Agent is able to rebook any portion of the canceled reservation, Guest will be refunded to the extent that Agent is able to re-book the Property.
  • Owner/Agent Cancellation Policy: In the unlikely event that the Property becomes unavailable for any part of the tenancy for reasons beyond the control of the Agent, Owner and/or Agent may cancel this Agreement and refund in full to the Guest all payments made. Agent will assist in procuring similar alternative accommodation should this situation arise. Guest agrees that any claims against Owner/Agent arising out of performance or non-performance under this agreement shall be limited to a full refund of all consideration previously tendered by Guest.

Any questions about the Cancellation Policy should be directed to your Reservations Manager.

Due to the wide variety of unforeseen events that may prevent someone from traveling to Hawaii, it is strongly recommended that all guests purchase Vacation Rental Insurance along with their reservation. This coverage can be added at the time of reservation or shortly thereafter, but not right before the trip. The policy cost is 6.95% of the total reservation costs. Click HERE to learn more about this important coverage or click HERE to view the detailed Description of Coverage.

All transient rental accommodations in the State of Hawaii are required to charge the 9.25% Transient Accommodations Tax (TAT) and the General Excise Tax (GET). The GE Tax is 4.712% for vacation homes on the island of Hawaii and 4.167% for properties on any of the outer islands. A ‘transient’ rental is any rental contract for less than six months. If a property is rented for six months or longer then the TA Tax would not be applicable, only the GE Tax.

In addition to taxes other reservations fees could include: cleaning fees, damage protection insurance, resort fees, amenity fees, parking fees, credit card surcharge fees, reservation change fees and so on. Required fees will vary by property and all associated fees will be clearly displayed during the reservation process, whether online or on the Rental Agreement. Note that some properties may require parking and other resort fees to be paid by the guest at the time of check-in. Such fees will be described in the listing descriptions and arrival instructions.

Guests should ask their Reservations Manager any other questions they may have about taxes and fees.

Our vacation homes are competitively priced and many of them book up months in advance. There are often multiple groups inquiring for the same date ranges and the vacation home will be booked on a first come first serve basis to whomever is first willing to secure the rental and provide the reservation deposit. As a result, our general policy is not to offer discounts on any of our rentals. From time to time there may be special offers given on some vacation homes or discounted pricing published during slower travel seasons. Last minute discounts may be a possibility from time to time, but will vary by property. Typically if any discounts or specials are available we will publicize them within the online listings for our properties.

Access instructions will vary by property, but all guests will receive a detailed email with Arrival Instructions for the vacation villa that was reserved. These instructions are sent after the reservation has been paid full. Most commonly, one of our Property Managers or Guest Greeters will meet you at the property, provide you with access, give you the necessary keys or access cards, give you a brief orientation and review of the vacation villa, make sure you are familiar with how everything works and make sure your questions are answered. In some cases guests may be provided with a lockbox or door code in their Arrival Instructions, along with directions about how to find and access the property.

We highly recommend the purchase of travel insurance to help protect against unexpected circumstances that might affect your ability to travel. In addition to travel protection, this coverage also provides many other benefits available to guests throughout the duration of their stay in the islands. We offer this valuable CSA Travel Insurance policy to all guests for a small percentage of the total reservation costs. It can can be purchased directly from your Reservations Manager and canceled within 10-days of purchase if no longer desired. Guests that decline the purchase of Travel Insurance understand agree to the terms of our Cancellation Policy.

Our guests love to share stories about what made their Hawaii vacation villa experience so extraordinary. Feedback about the most important benefits of a vacation villa rather than a traditional hotel range from the ability to spend more time with family and friends under one roof to having the freedom to prepare a meal together, to the privacy of having your own space.

While the reasons vary broadly, most of guests would agree that our luxury vacation villas are designed to provide all of the comforts of home so you feel like you are coming “home” to your own “vacation home” rather than to a simple hotel room. We enjoy working with guests that are booking a vacation villa for the first time as we know that once they experience vacation home living they will likely not go back to staying at hotels. Experience the difference and enjoy all that beautiful Hawaii has to offer while visiting our beautiful islands!

All of our vacation homes are professionally cleaned before and after each guest. Your reservation pricing will include the cost for the departure cleaning. Guests that are staying for an extended period of time may require one or more mid-stay cleaning services. The frequency of mid-stay cleanings will vary by property and guest preference. If you prefer to have additional cleanings scheduled during your stay then it should be discussed in advance with your Reservations Manager so that all of the details can be arranged and the cleanings properly scheduled. Our Property Managers inspect each cleaning in an effort to ensure that our vacation homes are properly prepared for the arriving guests.

Our vacation villas tend to be fully equipped with everything that you would need if this was your second vacation home. From cooking utensils to hair dryers to electronics and wireless internet, Elite’s vacation homes are well outfitted and designed with your comfort and convenience in mind. You can ask your Reservations Manager should you have any particular questions about what may or may not be included in the vacation villa. Our Concierge team can also make arrangements should you need anything else in place prior to your arrival or if you wanted to book an activity, attraction or special event.

Hawaii is known for its year-round warm, tropical weather. Cooled by the gentle breezes of the Pacific Ocean, the climate of these islands is mostly sunny and pleasant throughout the year. The average ocean temperature is in the mid to high 70’s.

Generally speaking, there are two seasons in Hawaii:

  • From November through April the climate is cooler, although daily high temperatures can still reach around 81°F with lows of 65°F at night. The weather tends to be more humid during these months with short tropical rains between mostly sunny days.
  • From June through October the climate is warmer and drier with slightly higher temperatures of around 84°F and lows of 70°F during the evening.

Weather varies by island and area. Search Hawaii forecasts and weather history here.

Surfing is NOT Hawaii’s state sport. Outrigger Canoe Paddling is.

It is the Hawaiian Trigger Fish – Humuhumunukunukuapua’a

The State of Hawaii has an area of 10,931 square miles ( 28,311 km2 ). Most people do not realize that the State comprises hundreds of islands spread over 1,500 miles (2,400 km). The eight main islands are, in order from northwest to southeast: Niʻihau, Kauaʻi, Oʻahu, Molokaʻi, LānaʻiKahoʻolawe, Maui and the Island of Hawaiʻi, otherwise known as the Big Island.