FREQUENTLY ASKED QUESTIONS

Browse through the categories to get answers to questions we are often asked about The Penthouse. Click on questions to reveal detailed answers.

What is the minimum night stay?

The minimum night stay is 5 nights.

How old do I need to be to make a reservation?

To reserve The Penthouse Maui, you (Guest) must be at least 25 years old. The guest must occupy the unit during the entire stay.

Do infants count toward the maximum occupancy?

Yes infants count toward maximum occupancy. There is a maximum of six children allowed on reservations, regardless of age.

Can I bring my pet along?

Pets are not allowed unless they are a licensed companion animal and meet all the animal entry requirements for the State of Hawaii.

Can I bring more people than the maximum allowed listed?

Maximum occupancy does not only refer to the number the unit can sleep, this is also the number of people allowed in the home at any given time. It is determined by the licensing authority based on the number of exits in the home and fire safety evacuation plan. Please abide by the maximum occupancy number for the unit at all times. Violation of the maximum occupancy will result in a $100.00 per day per person fee if the Lessee allows more than the stated maximum occupancy for each day the guest is in violation.

What is the cancellation policy?

You may cancel within the first 24 hours of booking the reservation with a full refund. Cancellation requests must be received 45 days prior to arrival to be considered for a partial refund, less the 20% deposit. Reservations paid in full may not be eligible for refunding and may be subject to a cancellation fee. We are unable to offer refunds on reservations cancelled within 30 days of the check-in date. We recommend you purchase third party travel insurance.

Do you take partial payments or must I pay in full upon booking?

A 20% non-refundable deposit is required via credit card for all reservations. Payments on remaining balance can be made by Visa, MasterCard, Discover or American Express. All payments must be designated in U.S. currency. Final payments must be paid 45 days prior to arrival and are non-refundable upon receipt.

Would I need to sign a rental contract for renting a vacation rental?

There is a rental contract that you must sign electronically to fully confirm a reservation. You can preview the agreement at this link:. The Penthouse Maui Rental Policies.

The agreement will be part of the booking process on our website. Of if you make a telephone reservation, we will send you an email with the rental contract for electronic signature.

How do I pay for a reservation?

We accept the following credit cards: Visa, MasterCard, Discover, American Express. We do not accept personal checks or cash.

Does the unit come with linens and towels, or do I need to bring my own?

The unit is well equipped with all the necessities. All the beds will be made with fresh linens and bath towels will be provided. We also provide beach towels. There is also a full size washer and dryer in the unit so you can keep your towels fresh and clean.

What items can I expect to find in the home?

Please see Amenities section under Experience on our website for a full list of the features and amenities. These are also outlined for you in the Tour and Floorplan sections under Experience. We also provide shampoo, conditioner, body wash, soap, paper towels, coffee filters, carpet spot cleaner, toilet paper, laundry detergent, fabric softener, dishwashing liquid, dishwasher packs/pods, dish brush, kitchen trash bags, and small trash can liners. If there is something specific that you require, please make sure you bring it with you.

What cable and internet package does the home have?

Spectrum Cable is the provider for television and internet services. Apple Airplay is provided as well as individual TV and music options for each individual room. This is a smart home system so you can play your own music on your phone. The wireless signal also reaches the beach in front of the condo.

What are the check-out procedures?

Check-out is at 11AM. A $75 per hour fee will be assessed for failing to vacate the unit by the agreed upon check-out time.

Do I have to check in by a certain time?

Check-in is at 4 PM and guests can arrive any time after. In your email confirmation, a code will be provided for the front door lock. There are no keys to retrieve. The door code will work during your entire stay.

Do you allow early check-ins?

An early check-in is dependent on whether or not the housekeeper has time to fully clean the unit before your arrival. If guests are checking out the same day that your reservation begins, an early check-in is not allowed as it will not allow the housekeeper enough time to fully prepare the unit for you. We will email you the morning of your check-in if early check-in is available. There are some cases when early check-in is available. If that is the case, we will email you the morning of your stay to inform you that an early check-in option is available. Please note that we will not be able to confirm or deny an early check in request prior to the day of check in due to our cleaning schedules.

How many parking places are allotted for The Penthouse Maui?

There is one parking place allowed by the Condominium Complex management. You can ask the Complex Front Desk if it is possible to have more than one parking pass. They are normally accommodating if the whole complex is not full. There is ample parking on the street as well right in front of the unit. Please register your car at the Complex Front Desk during business hours.

Does the unit have air conditioning?

Yes, there are thermostats in each bedroom to individually control the temperature for every room. There are additional thermostats for the Kitchen/Dining area and another for the Living Room. If you are going to leave the large sliding doors open to the ocean, we request that you turn off the air conditioning for the living room and kitchen as well as close the bedroom doors to keep them cool and comfortable.

Is smoking allowed in the unit?

This is a non-smoking property. There is no smoking of any kind in or around The Penthouse. This includes no smoking on the lanai. This is a resort policy, a management policy and a state law. By State of Hawaii law, smoking is not permitted within 20 feet of any exterior doorway.

Do you provide beach and recreation equipment?

Yes, 2 sets of nice golf clubs, beach chairs, a beach cooler, beach umbrellas, 2 two man kayaks, standup paddle board, life jackets, ice machine for beach ice, kids toys and pretty much everything you need including a host of other miscellaneous beach equipment is provided for guest enjoyment.

How do I obtain the keys?

We will e-mail check-in instructions 7 days prior to your stay including driving directions and the code to the lock box or electronic front door deadbolt.

Can I not pay the cleaning fee if I clean the home myself, rather than using your cleaning services?

No. Guests are not allowed to clean after their own stay. Our housekeepers meet very strict guidelines and are required to clean the home after each guest vacates.

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