Toll Free: (855) 808-MAUI (6284)

 

 

***Please note that we are experiencing an unprecedented volume of incoming messages. Our team is working overtime and doing our best to get through all of them as quickly as we can. We kindly ask for your continued patience.***
 

At Maui Resort Rentals the health and safety of our guests, owners, and team members is of utmost importance to us. As such, we are monitoring the Coronavirus (COVID-19) situation very carefully. We are in constant contact with local and federal agencies – ensuring the correct information is available to our guests. Based on the common questions we have been hearing, we would like to provide some information and helpful resources for guests and owners with existing reservations, as well as those who are considering travel to Maui in 2020.

If you have contacted us in regards to a future reservation, please be patient as we are experiencing an unprecedented volume of inquiries. We will do our best to get back to you as soon as we can.

Since the situation is dynamic and continues to unfold, here are some important resources and information as well as answers to frequently asked questions.

What is the current state of COVID-19 / Coronavirus in Hawaii and on Maui?

  • Hawaii and Maui have seen a small handful of confirmed cases. Since the situation is dynamic, we recommend checking with the local agencies for the most up-to-date information.
  • See the latest from the State of Hawaii Dept. of Health here.
  • See the latest from the County of Maui here.

What are some tips and preventative measures I can take while traveling?

  • We recommend following the advice set forth by the CDC (Centers for Disease Control and Prevention) and the WHO (World Health Organization). 
  • Wash your hands regularly and frequently with soap and water, especially after you have been in a public place, or after blowing your nose, coughing, or sneezing.
  • When soap and water are not available, use a hand sanitizer that contains at least 60% alcohol.
  • Avoid touching your eyes, nose, and mouth with unwashed hands.
  • Cover your mouth and nose with your bent elbow or tissue when you cough or sneeze. Dispose of the used tissue immediately.
  • If you have fever, cough and difficulty breathing, seek medical care early.
  • Avoid contact with people who are unwell.
  • Minimize physical contacts such as handshakes and hugs.
  • Open windows to allow air circulation.
  • Disinfect frequently used items such as cellphones and laptops.

What type of cleaning and sanitizing precautions are being taken in the properties rented and managed by Maui Resort Rentals?

  • At Maui Resort rentals we have always adhered to the highest standards of cleanliness and sanitation. Since we are one of the few vacation rental managers on the island that doesn't rely primarily on independent contractors, we have a lot of control over our cleaning protocol.
  • We have historically used EcoLab cleaning products, which meet or exceed industry standards of efficacy, and we have worked with our EcoLab vendor to identify specific products in our current inventory that prove especially effective against this viral strain.
  • In addition, all of our housekeeping staff are equipped with masks, gloves, and hand sanitizer. We have mandated that they devote extra time to sanitizing frequently touched areas such as light switches, door handles, tv remotes, phones, faucets, and toilet flush levers as recommended by the CDC guidelines on cleaning and disinfecting.

What is the standard cancellation policy on confirmed reservations?

  • For guests that have booked with us on any source other than Airbnb, you may refer to the terms and conditions of the rental agreement that you agreed to at the time of booking. In general, for our non-timeshare inventory, our rental agreements permit full refunds if the cancellation is requested more than 60 days in advance of check-in when the inventory is 2 bedrooms or smaller and 90 days in advance if the inventory is 3 bedrooms or larger. For our fractional timeshare inventory (e.g. Westin, Hyatt, Marriott) deposits are non-refundable and there are no refunds on final funds if cancellations are requested less than 120 days from the date of check-in.
  • This information can also be found on our refund policy page here.
  • For Airbnb reservations, we recommend contacting Airbnb directly for the cancellation policy applicable to your reservation.

Our (airline, hotel, cruise ship, rental car, etc.) gave us a last-minute refund. Given the unprecedented scenario, can you do the same?

  • Please understand that we do not have full control of our inventory in the same way that a hotel, airline, etc. controls or owns their respective inventory.
  • Maui Resort Rentals has management contracts with the individual owners of the respective properties that we manage and we are required to uphold the cancellation policies set forth in our rental agreements. The majority of the monies that we collect for reservations does not belong to us, but rather it must be remitted to the property owners.
  • Since reservations are often secured many months in advance of arrival, the property being rented has been taken off the market for other potential renters as soon as the reservation is confirmed. The owner of the property is made aware of the booking and is anticipating the rental revenue from the booking to help offset their numerous property ownership expenses (mortgages, maintenance fees, utilities, upkeep, etc.)
  • The terms and conditions of the rental agreement are in place for a reason. They exist to protect both guest and owner interests and to ensure that there is an understanding, at the time of booking, as to how any cancellations or other issues with areas of the terms and conditions, would be handled.

What about travel insurance? Can it be added to an existing reservation? If a guest with a confirmed reservation has travel insurance, will the guest be covered if the guest decides not to travel because of concerns over COVID-19? 

  • Travel insurance is made available at the time of booking for any reservation booked directly on the Maui Resort Rentals website . For guests booking via VRBO we can still often assist with adding travel insurance after the initial booking. Please contact our guest experience department at experience@mauiresortrentals.com for questions related to adding travel insurance.
  • Please note that standard travel insurance would NOT cover a reservation cancellation that was made due to “fear of travel."  Only travel interruption due to flight cancellations, sickness of someone in the party and doctor note to validate such sickness will typically be acceptable to travel insurance companies.

     

    Mahalo for your continued patience and understanding as we navigate through this unprecedented time.