Hawaii & Park City Vacation Rental FAQ

Late check-out isn't guaranteed — it depends on whether another guest is arriving into your unit that same day — but we're happy to try to accommodate you. We recommend reaching out the morning of your departure so we can check availability. If a late check-out isn't possible, you're welcome to book an additional night at your existing nightly rate instead. Otherwise, standard check-out is 11:00 AM local time.

Early check-in isn't guaranteed, since it depends on whether housekeeping finishes preparing your unit ahead of the standard 4:00 PM check-in time — but we'll always do our best. Let us know you'd like an early check-in when you book, and our guest services team will reach out on the morning of your arrival to confirm whether the unit will be ready sooner.

Your door code and check-in instructions are sent automatically by email and text about 24 hours before arrival. Keep in mind the code only becomes active at your unit's standard check-in time, even if you receive it earlier. If it hasn't arrived by the day before your trip, just reply to your check-in email or call reservations and we'll resend it.

Most of our units are self-check-in — there's no front desk, and we'll send you a door code by email and text about 24 hours before arrival. A few of our properties are staffed, hotel-style resorts with an actual front desk that handles check-in. Let us know your property and we'll confirm which applies to you.

Both are decided on the day itself rather than confirmed in advance. For early check-in, our guest services team will reach out on your arrival day if the unit ends up ready sooner. For late check-out, just check back with us the morning of your departure and we'll confirm based on availability.

Most units use a door code rather than a physical key, sent to you ahead of arrival — nothing to pick up in person. A few of our resorts do require check-in at the front desk, so let us know your property and we'll confirm which applies.

For most self-check-in units, there generally isn't storage space to hold luggage before your unit is ready. We'll flag your early check-in request and reach out once the unit is available. A few staffed resorts with a front desk may be able to store bags with the bellman — let us know your property.

We'll send you check-out instructions the day before you leave. In general: load used dishes into the dishwasher, add detergent, and start it (please skip the coffee pot); place used towels in the tub or shower; leave sheets and pillowcases on the bed; leave the washer/dryer doors ajar to prevent mold; leave out anything like a pack 'n play or high chair so we can sanitize it; and log out of any streaming apps on the TV. Standard check-out time varies a bit by property, so we'll confirm the exact time for you. Please double-check for personal items like phones, chargers, and sunglasses before you go — anything left behind that isn't reclaimed is donated locally.

The most common reasons are your bank flagging the charge as unusually large, an expired or mistyped card, or insufficient available credit. If this happens, try the same card again, use a different card, or ask us about splitting the charge into smaller installments to avoid tripping a fraud flag. If it still doesn't go through, a quick call to your card issuer to pre-authorize the charge usually clears it up.

Most of our properties include a nightly resort fee, which is always built into the total price on your invoice rather than added as a surprise at check-in or check-out. The amount varies by property — typically in the $20-30/night range — so let us know your unit and we can confirm the exact figure and what's included.

The cleaning fee is a single, one-time charge for your stay — it doesn't multiply by the number of nights. The exact amount varies by unit and is included in the total price shown at booking, so there's nothing added again at check-out.

We apply Hawaii's combined tax (covering the General Excise Tax and Transient Accommodations Tax) to the full nightly rate and resort fee before any discounts. For most Maui properties this comes to about 18.71%, though the exact combined rate can vary slightly by island.

Yes — you can update it yourself through your guest reservation invoice link, or call reservations at (808) 568-3270 and we'll take care of it for you.

No — we don't add a separate booking or service fee on top of your nightly rate, resort fee, cleaning fee, and tax.

We don't hold a traditional refundable deposit. Instead, there's a small non-refundable damage waiver fee (around $129+tax) that covers accidental damage up to $3,000 — if damage exceeds that, we'll reach out about any additional cost. Note this is separate from any deposit your rental car company may hold on your card.

Your final balance is due 45 days before arrival.

There's no standard fee for children or infants within your unit's listed maximum occupancy. If adding a child would put you over that limit, we may be able to grant an exception with a small added daily fee — just ask reservations.

For reservations booked directly on kbmresorts.com, cancellations more than 90 days before arrival receive a full refund minus a $99+tax cancellation fee. Cancellations 45-90 days out forfeit the deposit, and cancellations within 45 days of arrival are non-refundable. If you booked through a different website, that site's own policy applies — let us know where you booked and we'll confirm.

For reservations booked directly on kbmresorts.com, cancellations more than 90 days before arrival receive a full refund minus a $99+tax cancellation fee. Cancellations 45-90 days out forfeit the deposit, and cancellations within 45 days of arrival are non-refundable. If you booked through a different website, that site's own cancellation policy applies instead — let us know where you booked and we can confirm the exact terms.

Yes — most of our units come with a complimentary beach package: one beach towel per registered guest, an umbrella, two chairs, and a cooler. It's usually tucked away in a closet or on the lanai, so it's worth checking there if you don't see it right away. Towels can be laundered in your unit's washer/dryer during your stay — if you'd like a replacement set, just let us know.

Yes — an umbrella is part of your complimentary beach package, along with towels, chairs, and a cooler.

Yes — beach chairs are part of your complimentary beach package, along with towels, an umbrella, and a cooler.

Yes — a cooler is part of your complimentary beach package, along with towels, chairs, and an umbrella.

Yes — bath towels are provided and refreshed as part of scheduled housekeeping; you can choose to have linens changed daily, every other day, or just mid-stay, at no extra charge. If you need extra towels beyond what's provided, just let guest services know and we'll get you set up.

Sunscreen isn't stocked in the unit, so please bring your own — reef-safe sunscreen is required for any guided ocean activity we arrange.

Yes — every unit comes with a hair dryer. If yours is missing or not working, just let guest services know and we'll get a replacement arranged.

Yes — beach chairs and an umbrella are included in the same complimentary beach package as your towels and cooler, tucked away in your unit's closet or lanai. You're welcome to bring the set down to the beach with you for your stay.

Your network name and password are specific to your unit and are included in your pre-arrival check-in details email, along with your door code and check-in/check-out times. If you can't find that email, just reach out to reservations or guest services and we'll resend it.

For stays of 6 nights or longer, we include a complimentary compact car (a Kia Soul or similar) through Avis/Budget, picked up and dropped off at the main airport. There's a roughly $15/day airport concession tax paid directly to the rental counter at pickup — that's the one cost that isn't covered by KBM. If you'd like a larger or different vehicle, upgrades are available for an added daily fee, shown on your invoice or at kbmresorts.com/cars. Just let us know your preferred car type, pickup time, and the primary driver's name, and we'll take care of the arrangements. If you'd rather skip the rental car altogether, just let us know.

This depends on which property you're staying at — not every building has its own on-site gym. For example, guests at Kapalua Ridge Villas and Kapalua Golf Villas can access the fitness center at The Resort at Kapalua Bay for a fee, while other resort-style properties like Honua Kai have their own on-site fitness facilities. Let us know your unit and we'll confirm what's available and the hours.

This varies by property — a hot tub isn't standard across our portfolio, though a handful of units do have their own private in-unit hot tub. Let us know your unit and we'll confirm whether yours has one.

Pool hours vary by resort. For example, Honua Kai's pool is open 8:00 AM-10:00 PM. Let us know your property and we'll confirm the hours for your stay.

View type is specific to each unit and is listed on your reservation confirmation. Let us know your unit or confirmation number and we'll confirm the exact view for your stay.

This depends on the specific unit — our properties range widely in size and layout. Let us know your unit or confirmation number and we'll confirm the exact bed and bath configuration.

Most units come with one assigned parking space, and the access code is sent along with your door code in your pre-arrival check-in instructions — there's usually no separate pass to pick up. If you have a second vehicle, reach out to reservations; at properties with valet, we can often arrange a second space for a small daily fee (around $10/day, subject to availability), and if valet is full we'll point you to convenient overflow parking nearby. At a few hotel-style resort properties, a physical parking card is issued at the front desk when you check in.

Parking rates vary by property. Most units include one assigned space at no extra charge; where valet or extra parking is needed, rates range roughly from $10/day to $45/day depending on the property. Let us know your unit and we'll confirm the exact rate.

This depends on the property — most units come with one assigned space, and a second vehicle may be able to park on a space-available basis at some properties. Let us know your unit and we'll confirm the parking situation for a second car.

Yes — contact guest services right away at (808) 568-3270 (option 3, then 2), or reply to your check-in details email with your unit and confirmation number. We'll get you in as quickly as possible; many units also have a lockbox with a spare key as an immediate backup while we help. We'll follow up by phone to make sure you're settled in.

Sofa bed size varies by unit — we have queen, full, and twin sofa beds across the portfolio. Let us know your unit and we'll confirm the exact size for your stay.

On Maui, a rollaway is generally available for an additional $39/day+tax, subject to stock. On Oahu, we offer air mattresses rather than true rollaway frames. At units without a sofa bed, a rollaway may be the only extra sleeping option available. Let reservations know ahead of your stay so we can confirm availability and get it arranged.

A pack 'n play isn't included automatically, but we're happy to arrange one for you — just request it before or on the day of arrival, and there's a fee for delivery to your unit.

Maximum occupancy is set per unit based on its size and bedding configuration, in line with Hawaii's fire code — it isn't a single number across the portfolio. Let us know your unit and we'll confirm the maximum for your stay. If you're hoping to exceed the listed occupancy, reach out to reservations and we'll see what we can do.

Beyond the complimentary pack 'n play and booster seat included in your unit, we recommend two trusted local vendors for full-size cribs, strollers, high chairs, and more: Maui Baby Rentals and No Ka Oi Baby Rentals. They coordinate delivery directly to your unit before arrival — just let us know and we can help coordinate timing.

Browse our listings at kbmresorts.com, select your check-in/check-out dates and number of guests to see your final price (the listed price is the starting base rate before taxes and fees), and you can complete your booking right online. If you'd rather have help, our reservations team is happy to walk you through it by phone or email — just call (808) 568-3270.

Sometimes — we run occasional promo codes, though there's no single standing discount available at all times, and any code needs to be applied at checkout on our website to reflect in your pricing. Reach out to reservations and we'll let you know if there's a current promotion you can use.

Yes — units come with a standard drip coffee maker, along with a starter supply of ground coffee and flat-bottom paper filters to get you going. We don't restock during your stay, so if you're a big coffee drinker, it's worth picking up more filters and grounds locally.

Most of our units have a full kitchen, though this can vary by property. Let us know your unit and we'll confirm what's included.

Each activity vendor sets its own cancellation window, and we'll always let you know the specific terms at the time of booking. As a general sense of the range: sailing/snorkel trips typically require 24-48 hours' notice, and private charters often require a full 5 days. If you'd like to check the policy on an activity you've already booked, just reach out to concierge with your confirmation details and we'll confirm the exact terms for that vendor.

We don't run the Road to Hana drive ourselves, but concierge can arrange a private, fully guided version through Unique Maui Tours, starting around $1,500 for a private group of up to four. Many guests also enjoy self-driving the Road to Hana in a rental car — if you'd rather go that route, just ask concierge for route and timing tips.

Yes — our concierge team works with a trusted private chef vendor for in-unit dining. Pricing depends on the menu and party size, so just reach out to concierge with your dates and group size and we'll put together a quote.

Yes — our concierge team books activities and excursions at no concierge fee. Just reach out with what you're interested in (surf lessons, waterfall hikes, ziplining, helicopter tours, and more), and we'll send you options, pricing, and handle the booking once you confirm.

Yes, through trusted operators like Air Maui and Blue Hawaiian. Helicopters typically hold 5-6 passengers, so larger groups may need multiple flights, and we balance seating by passenger weight — we'll ask for each traveler's name and weight when booking. Plan on arriving about 45 minutes early for the safety briefing, and note the heliport is roughly an hour's drive from West Maui resorts. A doors-off option is available for guests who want a more open-air experience. Let concierge know and we'll send over the full options list.

Yes — just let concierge know your adult/child counts and preferred day, and we'll check availability and book it for you. A couple of things worth knowing: some dinner cruises are adults-only, and boats departing Kaanapali Beach involve wading in knee-deep, while boats from Lahaina or Ma'alaea Harbor load from a dry dock.

This depends on the property — some have their own on-site spa, others don't but we can arrange an in-room massage through a trusted local vendor or point you to a nearby hotel spa that accepts outside guests. Let us know your property and we'll confirm the best current option.

House rules vary by property and are set by each building's HOA. If you don't find a printed copy in your unit, just reach out to us and we'll send over the specific rules for your property.

Most units have their own private washer and dryer, though a few properties use a shared coin-operated laundry room instead. Let us know your unit and we'll confirm which setup applies to your stay.

Yes — your stay includes an initial supply of towels and linens, and we're happy to arrange a refresh during longer stays as part of scheduled housekeeping. If you'd like extra towels beyond what's provided, there's a small additional charge — just let us know and we'll take care of it.

This is entirely specific to your property. For example, guests at Honua Kai can walk to Duke's (open 8:00 AM-9:00 PM) or grab a quick bite at the Whalers General Store in the Konea lobby. Let us know your property and we'll send over the walkable dining options nearby.

After you check out, we'll send you an email inviting you to share your experience — you can reply directly to that email or use the review link inside it. We read every review and love hearing from our guests, so feel free to share as much detail as you'd like.

Yes — Rental Car Damage coverage provides up to $25,000 for damage from collision, fire, flood, theft, vandalism, windstorm, or hail (not available to Texas residents). This is separate from any optional insurance you might purchase directly from the rental car counter.