Terms of Service
Polu Hawaii Vacations reserves the right to add, remove, or modify any part of our terms of service. By doing business with us, you agree to our terms of service.
Section 1: Advertised Rates
Polu Hawaii Vacations may update advertised rates for vacation rentals and extra services without notice to potential travellers. By confirming your reservation your rate is solidified and will not change. Additional services may be offered to you at the time of booking, prior to your arrival, and after your departure. Unless otherwise stated in writing, extra services are not included in the base nightly rate.
Section 2: Booking Conditions
We require your personal information to complete your reservation. This includes but is not limited to: Full name, date of birth, email. phone, government issued ID number and photo proof of the document, bank account details, full legal address of your primary residence, country of residence, and other information that may be required for certain vacation rental properties. Failure to provide all requested information will result in a cancellation of your reservation in line with our cancellation policy. The main contact on the reservation must be present at the time of check-in. We reserve the right to cancel reservations if there is a suspicion of fraudulent or illegal activity. In some cases, we may request 3rd party verification of your identification documents via a service provider.
Section 3: Reseller Activities
Reselling or acting as any intermediary sales service is prohibited unless authorized in writing by Polu Hawaii Vacations management. Travel agencies may contact us to setup an account.
Section 4: Check-In
During check-in your identification documents will be confirmed. All required information must be completed by the guest one (1) week prior to arrival. Vacation rental access information will be provided after all information has been reviewed and is accurate. Please see the standard check-in and check-out times for each villa as they may be unique. Polu Hawaii Vacations does not offer a luggage holding service if you arrive to the property early.
Section 5: Guest Behaviour
Guests are to treat vacation rentals in a respectful manner. Parties and events are not permitted in a vacation rental unless agreed to in writing by Polu Hawaii Vacations management. All properties are non-smoking and additional cleaning fees will be charged should smoking occur inside a home. Please respect the resort policies while on the property.
Section 6: Cancellation & Refunds
Please see the cancellation policy published on the individual rental listing pages. Guests may purchase additional cancellation waivers for the vacation rental by contacting our concierge desk. You may also purchase insurance policies through 3rd party vendors, or review insurance coverage provided by your credit card company.
Section 7: Youth Groups
Groups of youth or reservations held by a person under the age of 25 will be subject to additional damage deposit fees. In accordance with section 2, guests will be required to submit government issued ID and the main reservation holder must be present during the arrival.
Section 8: Additional House & Community Rules
Some resort properties may impose additional "house rules." Please review these policies upon your arrival.
Section 9: Pets
Many resort properties do not allow pets. Please speak with the concierge desk If you plan on bringing your pet on vacation.
Section 10: Check-out
Guests must depart the property no later than the agreed check-out time as shown on the reservation. Fees may be assessed to your account for unauthorized late departures. Late fees do not authorize the guest to remain in the vacation rental past the specified check-out times. If you are in need of a late check-out please contact the concierge desk at least 24 hours prior to departure to check availability.
Section 11: Provided Beach Gear and Supplies
Beach chairs, umbrellas, and other gear are provided in the rental villa. Polu Hawaii Properties & Polu Hawaii Vacations are not responsible for any injury or harm that may occur from the use of such gear. Please inspect the items prior to use and immediately notify the concierge desk if you discover any defects. These items are provided without warranty of any kind.
Section 12: House Equipment & Kitchenware
Our vacation villas include kitchen appliances and additional countertop equipment. Please inspect the item prior to use and notify the concierge desk immediately of any defects or safety issues. Polu Hawaii Properties & Polu Hawaii Vacations are not responsible for any injury that may occur from the use of these appliances. Never use damaged equipment if you suspect there is a defect.
Section 13: Promotions
Polu Hawaii Vacations reserves the right to add, modify, or remove promotional discounts.
Section 14: Wi-Fi & Television
Wi-Fi, television, and other technology is installed in our vacation rentals. These services are provided as a courtesy to our guests. Polu Hawaii Vacations can make no guarantee of the quality of 3rd party content accessed though these services. Illegal and prohibited activities are not permitted when using the provided internet. Tampering with the devices may result in additional maintenance fees.
Section 15: Security Cameras, Noise Monitoring, & Air Quality Monitoring
Security cameras or any device that could intercept or record video/audio an area that a guest expects a reasonable amount of privacy are strictly prohibited by Polu Hawaii Vacations. Some properties may employ the use of security cameras/systems on the exterior gate or driveway. These systems are for the security of our guests and the property overall. Some resort communities may use security cameras in common areas. In some rentals, the use of noise (decibel) monitoring systems may be used to prevent parties and manage noise complaints. Noise monitoring systems do not provide audio access and only report the loudness of the environment. We may also use air quality monitoring systems to prevent indoor smoking. Please speak to our concierge desk if you have any privacy concerns or wish to clarify this policy. We take your privacy seriously and will disclose all systems installed on the property.
Section 16: ADA Accessible Units
As many of our vacation rentals are located inside private gated communities they may not be accessible to all guests. Some homes are only accessible via stairs or have other considerations. If you or someone in your party requires an accessible home please speak with our concierge desk to explore options.
Section 17: Air Conditioning, Electrical, and Water Use
Air conditioning, electricity, and water is included in your nightly rate. We may limit the temperature range to prevent ice buildup and damage to condenser units. Electricity is very expensive in Hawaii and we thank you for doing your part in turning off lights when leaving the home. Air Conditioning units will automatically disable when doors are left open.
Section 18: Open flames and BBQ's
BBQ's and propane gas are provided in your nightly rate. Our cleaning team will make sure your BBQ is clean prior to your arrival. You should still inspect it for carbon and oil build up prior to using a grill. To help prevent fires, open flames such as torches and candles are not permitted at our vacation rentals.
Section 19: Un-authorized Guests and Access
For your safety, never allow any individual access to the property or provide door codes to those not on the reservation. Polu Hawaii Vacations will provide written notice if access is needed to the home during your stay. You are responsible for any damage caused by un-authorized people who you gave access to the property.
Section 20: Automatic Charges and Fees
By providing your banking information or credit card number you authorize Polu Hawaii Properties (Polu Hawaii Vacations) to charge the account for any outstanding amounts pending on your account.
Section 21: Property Damage
Upon your arrival, please report any defects or damage to our concierge desk. If damage occurs due to the gross negligence of a guest, the full cost of repairs will be charged to your account via the payment details on file. Damage due to normal wear and tear must be reported immediately to avoid damage recovery costs. You can purchase a non-refundable damage waiver (security deposit insurance) when making a reservation. View the damage deposit/damage waiver policy here.
Section 22: Accommodation Substitutions
In case the accommodation could not be occupied because of unforeseen reasons, not attributable to Polu Hawaii Vacations, the company has the right to substitute the original accommodation by other with the same or superior characteristics, without any additional payment.
If you discover any safety issues or defects while staying at our vacation rentals please contact the concierge desk for an immediate remedy.
Last updated: May 1, 2024