Reservation Policies, Rental Terms and Conditions
"You" and "Your" mean all members of your party. "We" and "Us" mean the Owners of Captain Cook Resorts and Captain Cook Real Estate. "Partners" means third parties.
*What Happens When You Make a Reservation
All bookings are made and accepted subject to the terms set out in these conditions. When you place a booking, a hold is made, and we will confirm your booking upon receipt of your signed credit card authorization form. Once a booking has been made, you agree to abide by these terms and conditions. Any e-mail or telephone booking will be provisional and held for 24 hours, pending receipt of deposit and signed credit card authorization letter. Written confirmation of your booking and all receipts will be sent to you as soon as possible by fax, mail or e-mail. Your reservation will then be considered confirmed. If we have not received your signed credit card authorization form within 24 hours, the booking is subject to immediate cancelation and the property put back on the rental market.
All vacation rentals are offered subject to availability. That means subject to the rental not having been damaged or rendered in a condition unsuitable for rental by the previous Guests, or otherwise not in a rentable condition. In the unlikely event of the rental not being available, we will notify you of the change immediately, and will do our best to find a replacement property. We cannot, however, guarantee that we will be able to find a last minute substitute. For this reason we need to have a way to be able to contact you within 24 hours before your check-in.
*Minimum Stay Periods
We will accept reservations of 4 or more nights, except for monthly rentals which have a 30 day minimum stay. For stays during the Holiday Season (December 20th - Jan 4th), we will accept reservations with a 10 night minimum for reservations. After October 1st, we may start accepting shorter stays. Please check with our reservation agents for available dates. These terms may change without advance notice. Please check with reservation agents for details and
The rate for each rental is set to be fair to all concerned and to give you good value for your dollar. Once a booking is confirmed in writing by us, the rental rate is fixed and will not alter. If you later change your reservation, your new confirmed rate will be the rate in effect at the time of the change.
*Who can stay with me and Minimum Age?
It is very important to note that only the number of guests identified on the booking form are permitted to stay at the property. Unauthorized additional guests will be charged to your credit card at the current rate of $50 per guest per day. The party leader agrees not to sublet, share or assign the property to any persons not authorized by us. Please ensure that we are notified of any changes to the original booking.
Please note the minimum age for renting a condo is 21 years of age.
*Deposit, Payment, Cancellation and Refund
Payment is accepted in the form of VISA, MasterCard, Discover, JCB, and American Express credit cards.
A $300 deposit is required at time of booking to hold your reservation. This amount is included toward total payment. Luxury and monthly properties may require a higher deposit.
Payment in full is required 45 days prior to arrival for most properties.
If you cancel more than 45 days prior to your scheduled arrival date, the reservation deposit will be returned, minus a $100 cancellation fee. For example, if a $300 deposit was paid, you will receive $200 dollars back.
If you cancel within 45 days of arrival, there will be no refund unless we are able to re-rent the property for some or all of the time you committed to and refunds may be less than the actual revenue paid. We apologize, but properties are hard to re-rent, as many people make bookings far in advance. We do offer Trip Cancellation insurance, see below.
For reservations made within 45 days of arrival, payment is due in full at time of booking in order to confirm the reservation, and the cancellation policy as stated above will apply. A cancellation becomes effective from the date that it is received in writing, fax or e-mail.
*Travel and Trip Cancellation Insurance
We are pleased to offer Travel and Trip Cancellation Insurance that may cover any losses you may incur in the event of illness or accident to a family member or member of your traveling party. You will find a link to this informaton on the menu of the Home Page on our web site. Please select the link for "Trip Cancellation Insurance" for details on this insurance coverage.
*Credit Card Authorization Form.
You will be sent a credit card authorization form for your signature which authorizes Captain Cook Resorts to charge rent, fees and/or incidental charges occurring with your reservation. The initial booking deposit will be credited toward your booking total. By signing this form you agree to the terms and charges of the rental contract and that the following additional fees may be charged to your credit card, if applicable:
Captain Cook Resorts Incidential Charges
$30 per reservation
Unauthorized Late check-out
$50/hour or daily room rate, whichever is less
Lock out assistance (after hours)
$75 each occurrence
Lost Security / Garage Keys
Replacement Parking Cards/Passes
Restoration Fee to Rearrange Moved Furniture
Stained, Misused-Lost Linens-Beach Towels
$10 for each linens
Unauthorized Long Distance Telephone Charges
Billed at Charge + $50 service fee
Violations of the No Smoking Policy
$500 for removing odor plus actual costs if anything needs to be replaced due to tar ashes or burns.
*Limited Accidental Damage Waiver Protection
We have learned that our vacationers do not travel hundreds of miles to damage a rental. At the same time, experience also tells us accidents can and will happen. In lieu of paying a Security Damage Deposit, a non-refundable Limited Accidental Damage Waiver charge will be added to your reservation invoice. You will not be required to pay for Accidental Damage to the condominium or the personal property of the owner contained within the premises, up to an aggregate limit of $1000.00. Damage exceeding this limit will be the responsibility of the tenant.
Exclusions within the Limited Accidental Damage Waiver specifically limit the tenant's coverage and do not cover or release the tenant from liability for damage due to the following:
1) intentional, willful, reckless, or malicious acts of the tenant or others on the premises during the tenancy
2) damage by pets
3) removal of owner's property from premises without specific permission from owner or owner's property manager
4) gross negligence of tenant or intentional misuse of furnishings, appliances, equipment, or other amenities provided with the home
5) damage caused while under the influence of alcohol or drugs
6) damages to real property resulting from operation of any motorized vehicle by a tenant
The coverage of Limited Accidental Damage Waiver, as well as the exclusions contained therein, provided to the tenant shall extend to all members of the tenant's party and guests of the tenant. All damages must be reported promptly to Captain Cook Resorts BEFORE check-out in order to receive coverage under the Limited Accidental Damage Waiver. Please note: For Homes or Luxury Properties, you may be required to pay a Security Damage Deposit by check in US Funds and the Limited Accidental Damage Waiver will not apply.
If you need to change dates, we will do our best to help make the requested change, subject to prior reservations.
You and we agree that the rental period will begin and end on the dates shown on your rental agreement confirmation letter. At the end of your stay, you agree to leave the condo by the 11:00 am check-out time unless an extension of this time has been granted by our reservations department or operations manager. If you have a late departure flight, we recommended reserving the condo for an additional night so you will have the use of your accommodation all day and depart at leisure. Unauthorized late check-outs will be charged as follows: $50 per hour or the daily room rate, whichever is less.
*Check-In and Check-Out times
Check-In is at 3:00pm on the day of your arrival.
Check-Out is 11:00am on the day of your departure.
This allows time for our housekeeping service to make the property ready for our next guests.
If you would like to guarantee check-in earlier than 11:00 am and the unit is available, you may reserve the day prior to your arrival.
Arrivals of 9:00pm or later will incur a $20 late check-in charge.
Arrivals on Christmas Eve, Christmas Day, New Year's Eve, New Year's Day and Thanksgiving Day(the last Thursday of November), will incur a $20 Holiday check in charge. (Holiday arrivals of 9:00pm or later will NOT be double charged.)
We're sorry, but there are no provisions for storing luggage.
*Flight Arrival Information
Because you will receive a personal check-in at the property by one of our representatives, you must call the representative BEFORE you travel to the condo to arrange for this check-in. Our representative will not go to the condo until he hears from you, so be sure to bring the Arrival Instructions with you when you travel so you have the number to call. Because we may have to track your flight in case of delay, it is important you provide us your airline name, flight number, and arrival time. Check-in time is 3:00 pm or later. Check-out time is by 11:00 am.
We are providing you with a privately owned condominium or home for you to use as if you were a guest in someone's home. We provide a starter pack including complimentary soap, washing powder, toilet paper. etc. Once these items are used, it is your responsibility to replenish them. You should expect to find your island home with a kitchen equipped with all you will need to prepare meals and for some light entertaining. Bed, bath and kitchen linens are provided. There is no charge for any local call. Any other charges to your telephone bill will be charged to your credit card, with a copy of the bill sent to you.
*No Smoking / No Pets
All of our properties are designated "No Smoking" which includes inside and/or on the balcony/lanai. Smoking can ONLY be done in the property's designated smoking area. Any violation is subject to an additional surcharge of $500.00 to remove any odor in the suite due to smoking, plus actual replacement costs due to damages by tar, ashes, or burns.
Pets are not permitted in any of our vacation rental properties.
*If We Cancel
We reserve the right to cancel any booking where we believe the information supplied to us concerning the identity of any or all persons listed on the booking form is incorrect or untrue. In this case your booking deposit will be refunded less a $100 cancellation fee. We also have the right to cancel the reservation and compensation will not be payable nor liability accepted if your choice of property becomes unavailable for your travel dates due to: 1) Damage made by prior Guests or any major problem that can occur in the home ; 2) We are forced to make a change as a result of unusual and unforeseen circumstances beyond our control, the consequences of which could not have been avoided even with all due care; 3) The property sells after your reservation has been confirmed; or 4) where we are doing so for a reason that will directly benefit your enjoyment of the holiday. In any of these three cases, we will do our best to assign you an alternative property of equal standard to the one booked, in the same or similar location, if available. In case you don't accept this option, or a replacement property is not available, we will refund in full your deposit or any other payment that had been applied to the rental.
You will be staying in a privately owned property that has neighbors. Please ensure that you act in a neighborly and courteous manner towards your neighbors, who will most likely not be on holiday. Please respect their space, and keep noise to a minimum to a minimum before 8:00 am and after 10:00 pm. You agree to treat the property, its furniture, fittings, utensils and other facilities with all due care and respect. You are aware that you are responsible for any damage caused during your stay in our vacation home. Please treat the property and the neighbors with the respect you would want others to treat yours.
*Advising of Damage or Loss
Please let us know right away if anything breaks or is damaged. We want to be sure that anything requiring repair or replacement is done as quickly as possible, for your continued enjoyment.
We regret that we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by "force majeure." In these booking conditions, "force majeure" means any event which we or the supplier could not, even with due care, foresee or avoid. Such events may include, but are not limited to, war, threat of war, civil commotion or strife, hostilities, strikes or other industrial dispute, natural disaster, fire, flood, acts of God, terrorist activities, technical problems with transportation, closures of ports, ferries or airports, quarantine, epidemics, weather conditions, government action, or any other event beyond our control. You may wish to take a travel insurance policy which provides coverage against some of these events. See the Travel Insurance Policy.
*Personal Injury and Lost or Stolen Property
You understand that we cannot accept responsibility or liability for any physical accident, injury or illness sustained during your rental period, regardless of how it may occur. You are liable for lost or stolen personal property of yours from the property during the rental period. We are not responsible or liable for any such loss. We provide information and advice to you in an advisory capacity only, with no guarantee or promise of security, even where you make use of any advice given. In the event that you have any property lost or stolen, please notify the police immediately by dialing 911. Then please call us and advise us of the situation.
All use of any swimming pools, spas and the surrounding area is solely at your own risk. We request that you accompany and supervise children at all times, being extra cautious in and around the pool area.
In the event of failure of equipment, please notify us immediately so that we may remedy the problem. We will not be held responsible for any equipment failure in the home, provided that arrangements are taken for its timely repair. If repairs cannot be affected to major household equipment such as power or water supply and air-conditioning within a 24-hour period, we will do our best to move you to another similar property, subject to availability. If this is not possible, our total liability shall not exceed the amount of one full week rental payment.
*Insect and Pest Problems
Hawaii is a tropical climate in which insects, rodents, and lizards flourish and, unfortunately, you may encounter these pests during your stay. All condos and homes are treated regularly with insecticides and the residue of these treatments may leave some dead insects in the properties. This is not a sign of infestation; rather it shows the treatment is working. Please notify us immediately if you see any live insects, so we may take appropriate action. An encounter with a pest inside or outside of your rental is not reason for termination of your rental agreement nor a refund of all or any part of your monies.
*If you have any concerns
If you are unhappy or unsure of any aspect of your booking, please contact us before you travel. It is our responsibility to ensure that you are completely satisfied with your arrangements. Please call us as soon as anything happens that needs our attention, to give us the opportunity to resolve the matter as quickly as possible.
*Acceptance of Terms and Conditions
By placing your booking with us, you are deemed to have accepted these terms and conditions and agree to additional charges as listed.
We look forward to serving your Hawaii vacation rental needs!
Please contact us at 808-738-5507, toll free at 800-854-8843, or by email at: info@CaptainCookResorts.com.