Frequently Asked Questions
Check-in and Check-out
What time is check-in and check-out?
Regular check-In is 4pm.
Regular check-out is 11am.
Is early check-in / late check-out available?
Early check-ins and late check-outs are subject to availability and may incur an additional fee. Please contact us ahead of time if you need to request an early check-in or late check-out, and we will do our best to accommodate you.
What is the cost for early check-in?
3:00pm: $30
2:00pm: $50
1:00pm: $75
12:00pm: $100
You can pay via Venmo or Zelle.
What is the cost for late check-out?
11:00am -3:00pm : $150
3:01pm – 6:00pm : $250
6:01pm – 9:00pm : $350
You can pay via Venmo or Zelle.
When will I get instructions for check-in?
You will receive your full check-in instructions 2 days prior to arrival.
When will I receive check out instructions?
You will receive them at noon the day before you depart.
Reservations, Payments, and Policies
What is your cancellation policy?
100% of paid prepayments refundable when canceled 60 day(s) before arrival or earlier. 0% refundable if canceled after. (Direct bookings and VRBO)
50% of paid prepayments refundable when canceled 60 day(s) before arrival or earlier. 0% refundable if canceled after. (Airbnb)
What is the payment info?
50% is paid at the time of booking, the remaining 50% is automatically charged to the card on file 60 days prior to your arrival date.
When will I get my security deposit back?
Your security deposit is a hold that is released within 5 days of your departure as long as there are no damages.
Do you allow pets?
No pets allowed.
Do you allow weddings on your properties?
No parties or events allowed.
Our Properties
What types of properties do you offer for rent?
We offer a variety of vacation rental properties in Poipu/Koloa, on the Hawaiian island of Kauai, including beachfront properties, ocean-view condos, and multi-house complexes.
All of our properties are fully furnished and equipped with amenities to ensure a comfortable stay.
Can you accommodate a large group?
Yes! We have several properties perfect for large groups, featuring multiple houses around a shared communal space.
Our largest property “The Compound” features four houses and can accommodate up to 28 people.
During Your Stay
Who do I contact if I have any issues during my stay?
ON-ISLAND SUPPORT – Please contact our onsite team at: 808-635-4486. Mahalo!
Where can I store perishable food before my unit is ready?
ON-ISLAND SUPPORT – Please contact our onsite team at: 808-635-4486. Mahalo!
What is included with the rental?
We provide bath towels, shampoo, conditioner, body wash, beach towels, sheets, fully stocked kitchen, laundry detergent, and coffee.
We have basic salt and pepper in the kitchen. Any additional spices depend on what previous guests have left behind. Mahalo!
Is beach gear is provided?
We provide beach towels, a wagon, 4 chairs, an umbrella, and a soft cooler.
Do you provide a crib or pack n play?
For BABY GEAR rentals, reach out to your personal VIP concierge, Susie Chevalier. You can reach her at: Cell Phone: 808-634-2928 – E-mail: vip@koolkondo.com – Website: kauaiva.com
Do you provide laundry detergent?
We provide detergent “sheets” instead of the liquid laundry detergent in plastic containers since it is more eco-friendly and sustainable for the island. You will find them near the washer/dryer. We will be fully switching to pods soon.
What kind of coffee maker do you use?
It is a drip coffee maker and we provide Hawaiian coffee for you.
Do you allow children?
Yes, children are welcome, and must be supervised at all times near the pool.
Can you recommend local restaurants, excursions, grocery delivery, chefs, massages, etc?
Check out our Vacation Guide for recommendations on things to do in Poipu or around the island. And when it’s time to eat, make use of our Restaurant Guide.
For a truly effortless and memorable experience, reach out to your personal VIP concierge, Susie Chevalier, who can arrange island activities, tours, beach equipment rentals, groceries, personal chefs, massage and help you with more local information. Susie is your Kauai-grown island expert with Kauai Vacation Activities who is on standby to answer questions and design your activity schedule. You can reach her at:
Cell Phone: 808-634-2928 – E-mail: vip@koolkondo.com – Website: kauaiva.com
Is there a concierge?
Yes, your personal VIP concierge, Susie Chevalier, can arrange island activities, tours, beach equipment rentals, groceries, personal chefs, massage and help you with more local information.
Cell Phone: 808-634-2928 – E-mail: vip@koolkondo.com – Website: https://kauaiva.com
Are the properties fully equipped with kitchen facilities?
Yes! Each of our properties is equipped with a full kitchen, including a stove, microwave, refrigerator, and basic cookware and utensils.
You’ll have everything you need to prepare your meals during your stay.
Air Conditioning
A note on Air Conditioning: Hawaii is known for its trade winds. Many homes on Kauai have been designed for “open airflow” using screened windows and screened sliding doors, and DO NOT have air conditioning.
Please be sure and confirm when making your reservation whether the home you have chosen does or does NOT have air conditioning.
Depending on the season, or even the day, temperatures typically range between 74 to 84 for the highs, and 60 to 74 for the lows, year-round.
Refunds or discounts ARE NOT given for lack of Air Conditioning in a property.
Travel Essentials
What time zone is Hawaii in?
Hawaii is in the Hawaii–Aleutian Standard Time (HST) zone, which is UTC-10:00.
Hawaii does not observe Daylight Saving Time, so the time difference compared to the mainland changes depending on the season.
Pacific Time (PT):
During Standard Time: Hawaii is 2 hours behind
During Daylight Time: Hawaii is 3 hours behind
Eastern Time (ET):
During Standard Time: Hawaii is 5 hours behind
During Daylight Time: Hawaii is 6 hours behind
