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FAQs and Additional Info
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Is there a cleaning fee?
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No, cleaning is included in the rental rate.
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Can I give you a credit card over the phone instead of sending the credit card authorization form?
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Some people like to give their credit card details over the phone to hold the booking while they send the form but the booking is not confirmed until we have a signature against the credit card. Because of Visa and Mastercard’s policies regarding the lodging industry we need a signature agreeing to our cancellation policy.
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Why is your cancellation policy different from that of a hotel?
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Vacation rentals, by necessity, operate differently from hotels. We only have one unit so if I hold dates for you I will be turning other people away, and may not be able to re-book the apartment if you cancel.
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Hotels, on the other hand, are not normally at 100% occupancy and, as they have many units, they will not be turning people away. They also have a much larger customer-base so will be more likely to re-rent your room if you cancel at the last minute. This is why hotels can afford to have a 24-hour cancellation policy whereas the norm for vacation rentals is 30-60 days.
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I do my very best to re-book the apartment if a guest cancels as I don’t like anyone to be ‘out of pocket’. If you are really worried about cancellation fees you might want to get trip insurance.
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Can I pay the damage deposit by credit card?
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Sorry, but we do ask for a personal check or money order paid 30 days before arrival. The check is deposited and we then cut you a new check to refund the deposit (if all is well). We found there to be problems using a credit card for the damage deposit: a declined card, ‘holds’ that don’t last for a week. Credit card charges are also too easily disputed in the case of damage or loss as there are no 'goods or services' provided. So we went back to what the majority of vacation rentals do, which is check or money order. Most people know that credit card charges are not ‘set in stone’ so the biggest reason we ask for a “cash” security deposit is to deter that small number of irresponsible renters out there from booking with us in the first place! We ask for payment prior to arrival because it can be a hassle trying to collect cash from people on arrival (people forget etc) and we ask that the check is made out by the guest/guests who are actually staying in the apartment. Mainland checks take up to 2 weeks to clear Hawaii banks and Canadian checks take up to 30 days to clear.
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When do I get my damage deposit back?
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I mail the security deposit back as soon as I have cleaned and checked the apartment. It is not possible to check thoroughly on the day you leave but I will send a check for the full amount back to you promptly, presuming all is well. If you are staying elsewhere on the island you may come back and collect your deposit refund check when I am done cleaning/making up the apartment (usually by the end of the day but I don’t clean on sundays or holidays!).
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What could cause me to lose all or part of my $200 damage deposit?
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We prefer not to have to charge for anything! So far all our guests at Sugar Beach Apartment have been fully refunded and we will be very happy if this continues.
Examples of what we would charge for include:
Negligent or accidental acts resulting in damage to the interior, exterior, or contents of the apartment.
Loss of apartment key (the apartment would need to be re-keyed and the lock changed).
Loss of items in the apartment, or damage due to theft, because the doors or windows were left unsecured.
Loss of or damage to beach equipment.
Plumbing problems due to misuse.
Excessive mess or dirt in the apartment.
Smoking in the apartment.
Running the air conditioning with the windows open.
Failure to check out at the agreed-upon check-out time.
Allowing unregistered guests to stay in the apartment.
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Do you provide maid service?
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We don’t provide daily maid service although I can arrange additional cleaning during your stay at $20/hour (1 hour minimum). There are spare sheets, plenty of towels, plus your own washer and dryer that can be used between 8am and 10pm. There is also a vacuum cleaner, mop, brush & dustpan, etc, plus cleaning products if you need to clean up during your stay.
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Can you provide other breakfast foods?
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I would love to be able to provide a customized breakfast for people but I'm not able to do that at this point. This is why we provide 'continental breakfast' items for the first couple of days only (items that we can keep in stock) as we know that everyone likes different things. You can see breakfast options here.
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Do I need to rent a car?
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If you are unable to rent a car you can still have a nice time staying at Sugar Beach Apartment. You can walk to the local beach and catch buses to other parts of Kihei, Wailea, Kahului and Ma’alea harbor (from where whale-watching and snorkelling trips depart). There is also a connection to Lahaina from Ma’alea. Buses are $1-$2 per journey and operate during the day (not at night). We provide back-pack beach chairs that you can carry with you.
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However, to see the whole island and have unlimited access to Maui’s varied beaches you will need a car. I would definitely recommend renting a car if you are able to.
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What will I need to do before checking out?
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I ask guests to wash their personal dishes and put dirty towels in the laundry basket so I can see what has been used. We do expect you to leave the apartment reasonably clean but I don’t expect it to be as clean as it was when you arrived. The average guest does not need to do any cleaning prior to checking out!
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Can I check out late?
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We can sometimes do late check-outs (at no extra charge) but it is not always possible. When I have a check-in later that day then I do ask guests to check-out by 10am so that I have time to get it ready for the next guests. The only way to guarantee a late check-out in advance is for you to book the following night.
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How private and quiet is the apartment? Do you live on the property?
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You will have your own entrance and your own private patio. The inner wall of the apartment adjoins a 900 sq foot storage area/garage (i.e. a quiet area) and the two of us live upstairs and will make sure you are not disturbed. The building is well-insulated, the windows are double-paned and the Fujitsu ductless A/C units are amazingly quiet so you will be able to have a good night’s sleep.
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We like to stop and chat with our guests but we have set it up so that you have your privacy. Sometimes we only see guests on check-in and check-out. Either way is fine with us. We just want you to enjoy your stay and have a great time!
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