The KBM Advantage: Guest FAQ
Everything you need to know about booking with KBM Resorts - policies, amenities, rental cars, booking details, guest services, and special deals.
Property Management
I'd like KBM to manage my property. How do I start?
We manage hundreds of properties on Maui, Oahu, the Big Island, and Park City, Utah. We would love to manage yours! Please enter your information at KBM property management and one of our representatives will get back to you as soon as possible!
Why would I want to use a vacation rental company rather than manage my rental on my own?
Using a property management company for your vacation rental can offer several advantages compared to managing it yourself. Here are some key reasons why you might consider hiring a property management company: time and effort savings, the management company usually has expertise and years of experience, higher revenue potential for your property, familiarity with legal compliance, and guest services that we offer, just to name a few. While managing a vacation rental yourself can save you the property management fee (usually 10-20% of your rental income), it comes with significant responsibility and time investment to do correctly. If you are looking for a property management company for your new property or considering switching over, contact us today at (808) 460-6050 for Hawaii properties and (435) 523-4546 for Utah properties, or email vip@kbmresorts.com for more information.
Is it worth it to update my property for short term rentals?
Updating your property can significantly increase its rental income, especially if the property is in a desirable location. Renovations that improve the appeal of the property—such as upgrading the kitchen, bathrooms, or adding high-quality furnishings—can justify higher nightly rates. Additionally, vacationers often look for properties with modern amenities, so a well-maintained, updated space may attract more bookings and higher-paying guests, leading to a better ROI. If you would like to learn more about our property management services, give us a call today at (808) 460-6050 for Hawaii inquiries and (435) 523-4546 for Utah inquiries.
Amenities
Can we have a rollaway bed?
For all of our Maui stays, we do include a rollaway bed. Please be sure to request it by emailing guestservices@kbmresorts.com, or check your guest portal to add important details or requests during your stay! At this time we do not offer rollaway beds on the Big Island or Oahu, we apologize for the inconvenience.
Can we have a second pack n play and high chair?
Yes, you can! We know travelling with children can be tough, so we want to make it as easy as we can for you. Please reach out to guestservices@kbmresorts.com to request additional pack n plays and high chairs or for more information about this amenity!
What kind of toiletries do you provide, if any?
We provide L'Occitane premium toiletries in each of our units, including shampoo, conditioner, body wash, and lotion.
Do you include coffee and sugar at your rentals?
Yes, we do provide a starter pack of local coffee and sugar!
Do you provide beach gear for your Hawaii rentals?
Is there a pool at my resort?
Depending on what resort or development you are staying at, there will be at least one if not multiple pools for everyone to enjoy. Please check out the resort's information on the landing page for each development, where you can find specific information for that resort.
Do you provide free wifi?
All of our properties are equipped with high speed wireless internet. If you are staying at one of our properties and are having connectivity issues, please do not hesitate to reach out to guestservices@kbmresorts.com right away so we can help solve the issue.
How do I request bed configuration changes?
Once you have your reservation number, please make your selection within the guest portal (invoice) with your requests. If you have any issues with this, please contact guestservices@kbmresorts.com
Do you have a front desk available if we run into issues?
Yes, we do! Depending on where you are staying, there is a number to reach our front desk services in the event you need something or run into an issue. If it is not an urgent matter, please email guestservices@kbmresorts.com and a member of our team will get back to you within 24 hours!
Do you provide beach towels for Hawaii units?
Do you provide beach umbrellas?
Special Deals
Do you offer any special deals?
From free rental cars to flight gift cards, we have deals on offer throughout the year, depending on the location. Please check out our promotions page to learn more about all of our current offers!
Policies
Do you allow early check-ins and late check-outs?
Each development has their own specific check in and check out time, but generally speaking check out is at 11am and check in is at 4pm. Please check the specific details on the unit you are interested in, or give us a call and one of our friendly representatives will be happy to assist you. We will always do our best to accommodate our guests' schedule.
Do you allow children at your properties?
Yes, we do! All of our properties are family friendly. We even have units that can be booked in the same building or development to accommodate your entire group.
How do I cancel my reservation?
To cancel your reservation, please contact our Reservation team at (808) 568-3270 and we would be happy to assist.
What is KBM Resort's Cancellation Policy?
KBM offers a flexible cancellation plan to fit your travel lifestyle.
If you cancel greater than 90 days from arrival - full refund less $99 cancellation fee
If you cancel 45-90 days from arrival - full refund less initial deposit
If you cancel less than 45 days from arrival, KBM Resorts will attempt to re-rent your villa and share 100% of the new nightly rate we receive for the dates you originally booked.
At this time, credits toward future stays are not possible due to the nature of short term rental market.
Rental Car
How old do I have to be to rent a car?
You must be 25 years of age or older and have a valid drivers' license.
How do I upgrade my car?
Feeling like upgrading your rental car? No problem! our rental car program to learn more about details such as upgrade options and pricing, or email cars@kbmresorts.com for more details!
How can I add another driver?
Please email guestservices@kbmresorts.com with the full name of each driver, the car option you would like, your reservation number, and dates of stay.
When do I have return the rental car?
You must return your rental on the day of your check out no later than the same time you picked it up.
I have a late flight, can I keep my rental car until then?
Keeping your rental car longer than the scheduled time is subject to availability, however, if available we do charge $150/half hour.
How do I select my car?
Please our rental car program to see all of our options for your rental car!
If I don't want a rental car, do I get a credit towards my reservation?
At this time, we do not offer a credit for a free rental car not being available or a guest not wanting one as KBM Resorts pre-purchases our rental car inventory in bulk in exchange for a significant discount, and thus no refund is available for not taking advantage of our complementary rental car program.
What if I need to pick up my rental car after midnight?
Car rental pick up times are dependent on the hours of whichever company your car rental is with, Budget or Avis. Budget closes at 11pm so you must pick up your vehicle before this time. If you for some reason arrive after 11pm, you will need to pick up the car on the following day. Please let us know as soon as you can if your flight is delayed or you are unable to pick up the car for any reason.
General
Do you allow pets?
We do not allow pets at any of our properties unless it is a service animal. If you have a service animal, please let us know at the time of booking so we can make note of this.
Do you offer travel insurance?
Yes, we do! We want you to have the best (and safest) vacation ever, and you can add travel insurance at the time of booking. If you have any additional questions regarding our travel insurance, please don't hesitate to reach out to us at guestservices@kbmresorts.com
What forms of payment do you accept?
Check or credit card
Why should I rent a vacation rental instead of a hotel room?
Experience the comfort and charm of a vacation rental, where every property feels like your home away from home. Each unit is uniquely owned and thoughtfully decorated to offer a personalized touch, creating a warm and inviting atmosphere. Our rentals feature fully equipped kitchens, saving you money on dining out and offering extra convenience—especially for families traveling with children!
What you see is what you get: the photos on our website are accurate representations of the exact unit and its stunning view, so you’ll know exactly what to expect. Unlike hotels, which only offer vague view categories and no guarantee of your specific room, with our vacation rentals, you’re assured of the unit and view you’ve chosen. Book with confidence and enjoy a truly tailored getaway experience!
Do you allow pets?
We do not allow pets at any of our properties unless it is a service animal. If you have a service animal, please let us know at the time of booking so we can make note of this.
Do you allow pets?
We do not allow pets at any of our properties unless it is a service animal. If you have a service animal, please let us know at the time of booking so we can make note of this.
Why should I rent a vacation rental instead of a hotel room?
Experience the comfort and charm of a vacation rental, where every property feels like your home away from home. Each unit is uniquely owned and thoughtfully decorated to offer a personalized touch, creating a warm and inviting atmosphere. Our rentals feature fully equipped kitchens, saving you money on dining out and offering extra convenience—especially for families traveling with children!
What you see is what you get: the photos on our website are accurate representations of the exact unit and its stunning view, so you’ll know exactly what to expect. Unlike hotels, which only offer vague view categories and no guarantee of your specific room, with our vacation rentals, you’re assured of the unit and view you’ve chosen. Book with confidence and enjoy a truly tailored getaway experience!
What is the difference between VRBO/HomeAway/AirBnB and your site?
VRBO, HomeAway, and Airbnb are great platforms for visibility, but we’re the property management team that takes care of everything from marketing and bookings to maintenance and housekeeping. By listing on these sites, we ensure our homes get maximum exposure while making the process easier for both homeowners and guests.
What if I have a problem during my stay?
If it is not urgent, you can expect a response within 24 hours. Any urgent inquiries should be reported to your respective guest representative, depending on where your stay is. Please refer to the Guest Portal to find out who that is - it is where we store all of the important details (and fun stuff!) for your upcoming visit.
What forms of payment do you accept?
Check or credit card
Do you offer travel insurance?
Yes, we do! We want you to have the best (and safest) vacation ever, and you can add travel insurance at the time of booking. If you have any additional questions regarding our travel insurance, please don't hesitate to reach out to us at guestservices@kbmresorts.com
Do you allow pets?
We do not allow pets at any of our properties unless it is a service animal. If you have a service animal, please let us know at the time of booking so we can make note of this.
The unit we are interested in has different bed configuration options. How do we ensure the right size bed, if that is an option?
Some of our units do have multiple bed configurations in some of their rooms. For example, one of the bedrooms may normally have a king size bed, but can be turned into two twins. If you would like to request a configuration change, please send an email to guestservices@kbmresorts.com as soon as possible, including your reservation number, full name the reservation is listed under, and what configuration you would prefer. Please do this at least 72 hours prior to arrival, so we can ensure your request is attended to prior to arrival.
Do your properties have carbon monoxide and smoke alarms?
Yes, all of our properties have functioning carbon monoxide and smoke alarms. Please do not alter or unplug these alarms during your stay, as they are installed and maintained to ensure guest safety.
Booking Details
What if I have a problem during my stay? How quickly will you respond?
At KBM Resorts, guest satisfaction is our top priority. Our local team is onsite and available 24 hours a day, 7 days a week, and responds to guest service calls within an average of just 10 minutes. Our nearby warehouses hold over 750 commonly needed service items, allowing us to quickly resolve most issues on the first visit.
What is the difference between an "oceanfront" and "ocean view" condo?
"Oceanfront" view is an unobstructed 180 degree view of the ocean. "Ocean view" would be a view of the ocean with possible obstructions or a view at an angle or between two objects or buildings.
Where do I send my check?
If your stay is in Hawaii, please mail your check to:
KBM Resorts
Office & Guest Reception
3350 Honoapiilani Road Suite #214
Lahaina, Hawaii 96761
If your stay is in Park City, please mail your check to:
KBM Resorts
1729 Sidewinder Dr. #100
Park City, UT 84060
How do I complete the second payment of my balance?
You should have received an email with a link to finalize payment of your final payment. Please email reservations@kbmresorts.com if you have not seen that email or would like to pay by check.
Can I pay with multiple credit cards?
Yes, you can! Please email reservations@kbmresorts.com for assistance in splitting payment.
Are there resort fees?
Some of our resorts do charge a daily resort fee, which covers use of the common areas. This fee ranges from 12-20 USD depending on the resort. Please refer to the property details above to see if that applies to this particular unit.
If I book a specific home, is that the home I will arrive to on my vacation?
Yes, when you book a specific home, that is the same exact home you will arrive to on your vacation. Any details specified in the home's description should be honored, such as bed sizes and number of beds, air conditioning and/or heating and if there are accessibility features.
Guest Services
Do you offer housekeeping? If so, what are the charges?
Yes, we do offer housekeeping! The departure cleaning is included in your invoice once you select dates.