Short-term Rentals — Lifetime Memories ™

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FAQ’s

Frequently Asked Questions

 

Where are the Turtle Bay Rentals located?
What are the arrival and departure times? Can I arrive early or depart late?
How do I check-in to the condo?
Do we have access to all facilities at the Turtle Bay Resort?
What is the cancellation policy, how am I charged, and how much is the deposit?
Do you have discounted monthly rentals?
Is smoking allowed? Are pets allowed?
What are the additional charges besides the room rate?
Are towels and linens provided? Is there daily maid service?
Is high-speed internet access available?
Does the condo include phone use?
Is an elevator available?
Do we need to clean the condo before departure?
Are garages available? Can I park a boat or RV at the complex?
What is the address to send correspondence to the condos and to management?
I made a reservation and have not received an email confirmation. What should I do?
Am I guaranteed to stay in the condo I reserved?

Where are the Turtle Bay Rentals located?
All the vacation rentals are located at the Turtle Bay Resort just 45 minutes from Honolulu. Driving directions are sent via email when a reservation is made. The physical address of the complex is:
Turtle Bay Resort
57-091 Kamehameha Highway, Kahuku, Hawaii 96731

What are the arrival and departure times? Can I arrive early or depart late?
The arrival time is 4pm and the departure time is 11am. You may email a request to arrive at 1pm or depart at 2pm. The fee is between $30 and $50 (depending on the condo size) for each arrival or departure change. Most requests are granted if made at least 24 hours in advance.

How do I check-in to the condo?
Access instructions are received via email when you book. There is no front-desk or on-site office. For on-site help, call (808) 293-7530.

Do we have access to all facilities at the Turtle Bay Resort?
Besides the respective complex pool areas, you have access to all public facilities at Turtle Bay including: restaurants, day spa, two championship golf courses, 5 miles of beaches, and the adventure center. The only facility you do not have access to is the hotel pools and exercise room. That facility is reserved for hotel guests only.

What is the cancellation policy, how am I charged, and how much is the deposit?
We are proud to have the most lenient cancellation policy in the industry.  We charge for the full cost of the reservation 15 days prior to the arrival date.  If the arrival date is within 15 days of the booking date, the charge will be taken at booking.   If TBR is unable to execute a credit card payment, the reservation is subject to cancellation.  The credit card serves as a deposit and will be charged for missing items, damage to the unit, or if the unit is left excessively dirty.

Do you have discounted monthly rentals?
We rarely have monthly rentals as the condos are booked out so frequently. It is possible if you book far in advance. Please see our booking site for rates by punching in your desired dates.

Is smoking allowed? Are pets allowed?
Sorry, smoking is not allowed including on the deck or patio. Pets are not allowed at the complex.

What are the additional charges besides the room rate?
Hawaii State sales and lodging taxes (13.96%) are collected on all rentals except on stays over 30 days. A one time cleaning fee of $82 – $150 (depending on the size of the condo) is charged.

Are towels and linens provided? Is there daily maid service?
Yes – towels and linens are provided. Most of our guests prefer not to have daily maid service as each condo has a washer & dryer. Towels and linens can be refreshed daily or at your request for a fee of $60 – $100/day. A complete cleaning service is available on request for $100 – $160. Please email a request for these services.

Is high-speed internet access available?
All condos now have free wireless high-speed internet access. Instruction will be sent in your confirmation. Your computer must have the capability to receive the wireless signal. Please contact support for your computer if you are unsure of its capabilities.

Does the condo include phone use?
Unfortunately, no phone is included with the condo.

Is an elevator available?
The Kuilima Estates condos do not have elevators.

Do we need to clean the condo before departure?
No, you are on vacation so let us take care of the cleaning. As long as the condo isn’t left excessively dirty we can take care of the rest.

How much parking is available?
Each condo is assigned its own parking spot. The complex has additional guest parking spots as well. Parking instructions will be received when you book.

What is the address to send correspondence to the condos and to management?
The condos are not set up to receive mail. We suggest using a parcel service to send mail. To send mail to Turtle Bay Rentals, please email us and ask for our mailing address.

I made a reservation and have not received an email confirmation. What should I do?
Please send an email with the name in which the reservation was made and your phone number. If your check-in date is within one day or you will not have access to your email within one day, please call (808) 293-7530.

Am I guaranteed to stay in the condo I reserved?
Condo changes are infrequent but on occasion, a change is necessary. If a change is required, we will do everything within our control to find an equivalent or better condo at the same or better price.

 



All our Turtle Bay condos include the below, complimentary:

Furnishings: full kitchen,  refrigerator, dishwasher, oven, and microwave. Washer & dryer, air conditioning.  Big screen televisions, cable TV, and DVD. Free fast wireless internet access.
Linens & etc.: bed linens, bath towels, shampoo, lotion, hand soap, wash cloths, paper towels, toilet paper, dishwasher soap, hand dish soap, washing machine detergent, and basic cleaning items.
Beach Gear: towels, beach toys, boogie boards, snorkel gear, and beach chairs.

 

Questions? See our FAQs page or send us an email. All availability and booking is done exclusively online.