Question 1

Check-In and Check-Out Times

Accepted Answer

Check-in is at 3:00 PM and check-out is at 11:00 AM. Early check-in and late check-out may be available on request, subject to availability and approval by Kuilima Estates at Turtle Bay (fees apply). Please contact us in advance if you need to arrange either.
Check-in instructions and door codes are sent automatically to the email address on file 1 day prior to arrival. If you booked through a third-party site (VRBO, Airbnb, Booking.com, etc.) we may not have your personal email address. Please contact us to make sure you receive your arrival information.
Cleaning staff and management will arrive promptly at checkout time. Guests who have not vacated by 11:00 AM will be charged $125 per hour (or portion thereof). Holdover beyond two hours will be charged at twice the nightly rate for the entire holdover period.

Question 2

Minimum Stay

Accepted Answer

Most units require a minimum of two nights year-round. From December 20 through January 5, a 5-night minimum applies. Any exceptions are noted on the individual unit listing.
Online reservations must be made at least 3 days prior to arrival. Reservations made with less than 3 days' notice will not be honored unless you call our office directly. We are not in the office on Saturdays, Sundays, or holidays to confirm online bookings.

Question 3

Cancellation Policy

Accepted Answer

30 days written notice is required for cancellation. Cancellations received more than 30 days before check-in will be refunded less a $100 processing fee. Cancellations within 30 days of check-in are non-refundable, including no-shows and early check-outs.
In the event you do not arrive on your original check-in date or depart before your check-out date, no refund will be given. No changes (including shortening your stay, switching units, or changing dates) will be made within 30 days of arrival.
We strongly recommend travel insurance for all bookings.

Question 4

Payment

Accepted Answer

A $200 down payment is charged to your credit card upon reservation. The $250 security deposit and remaining balance are charged 30 days prior to arrival. If your arrival is within 30 days of booking, the full amount is charged immediately.
All reservations must be paid in full 30 days prior to arrival. If your card declines, you must provide another card or the reservation will be cancelled and any payment collected will be forfeited.

Question 5

Security Deposit

Accepted Answer

A $250 security deposit is required on all reservations. It will be refunded within 5 days of departure, provided:

Gate fobs are returned to their designated spot in the unit
The unit does not require cleaning beyond normal and customary (excessive sand incurs additional charges; opening linen packages marked "owner" incurs a laundry charge)
No items are missing or damaged
The no-smoking and no-pet rules have not been broken
No additional guests stayed beyond registered guests or the maximum allowed
No illegal activities occurred
No policies or house rules were violated

The deposit will be automatically forfeited if any smoking occurs in the unit. If charges exceed the deposit amount, the guest authorizes Kuilima Estates at Turtle Bay, LLC to charge the remaining balance to the card on file.

Question 6

Maximum Occupancy

Accepted Answer

Each property has a maximum occupancy listed on its page. Exceeding the stated occupancy is not permitted and may result in immediate termination of the stay without refund.

Question 7

Pet Policy

Accepted Answer

Kuilima West is a no-pet property. Pets are not permitted in any of our units. A $250 fine will be imposed for unauthorized pets.

Question 8

Smoking Policy

Accepted Answer

Kuilima West is a non-smoking property. All units are non-smoking. If there is evidence that smoking has taken place in a unit, or if neighbors, security personnel, or KETB employees report guests entering or exiting while smoking, a fine of $250 to $500 will be imposed.

Question 9

Gate Fob and Keys

Accepted Answer

All fobs and pool keys must be returned to their designated spot in the unit. There will be a $100 charge for each gate fob not returned.

Question 10

Parking

Accepted Answer

All units have a designated marked parking stall (unless otherwise noted) that corresponds to your unit number.
Kuilima East does not require a parking pass. If you have an additional car, park in a guest stall and obtain a parking pass from security.
Kuilima West requires a parking pass for all cars. Contact security upon arrival to obtain one.

Question 11

Supplies

Accepted Answer

Every unit includes a complimentary starter supply of toilet paper, paper towels, bar soap, dish soap, dishwasher detergent, and laundry soap, enough for approximately 2 days. These items are not restocked during your stay. Beach towels are available. There are no lotions, shampoos, beach equipment, snorkel gear, or travel alarms provided.

Question 12

Travel Insurance

Accepted Answer

Vacation Rental Insurance is available with your reservation. It provides coverage for the loss of prepaid, non-refundable expenses due to certain unforeseeable circumstances, including sickness or injury of yourself, a family member, or a traveling companion; flight delays due to adverse weather; road service interruptions; terrorist acts; and mandatory evacuations. The plan also includes Medical and Dental, Baggage, and Emergency Assistance and Transportation coverage, plus identity theft, concierge, and 24/7/365 emergency assistance services.
We strongly recommend purchasing this protection. Additional terms and conditions apply. Please read your Description of Coverage carefully and contact Generali Global Assistance at 866-999-4018 with any coverage questions.
You can review the Description of Coverage or Insurance Policy at: https://www.csatravelprotection.com/certpolicy.do?product=G-330CSA

Question 13

Damage Insurance

Accepted Answer

As part of your stay, you may purchase a Vacation Rental Damage Protection plan covering unintentional damages to the rental unit interior that occur during your stay, provided they are disclosed to management prior to check-out. Any damages that exceed the policy limit or are not covered under the plan will be charged to the credit card on file.
The Vacation Rental Damage Protection plan can be purchased up to and including at check-in. Full details are available at: https://www.csatravelprotection.com/certpolicy.do?product=G-20VRD

Question 14

Disclaimer

Accepted Answer

While we make every effort to keep property information current, it is not guaranteed. These units are privately owned and inventory changes from time to time. Although some units have more than one TV, only one is guaranteed per unit. Changes in inventory or decor will not void the rental agreement and are not valid grounds for cancellation or discounts.
Appliances and air conditioning units are checked and serviced as needed but may malfunction during your stay. Kuilima Estates at Turtle Bay will make every effort to repair the issue promptly and may offer a substitute unit if available.
Hawaii is a tropical environment. Insects and geckos are common in all units. Please keep counters and tables free of unsealed food and store all food in zip-top bags or sealed containers. If you believe you have an excessive insect problem, notify our office and we will do our best to assist. No refunds will be given unless a unit becomes unfit for habitation, as determined by Kuilima Estates at Turtle Bay.
Any issues with the unit should be reported immediately. Resolutions cannot be offered for issues that are not reported.

Question 15

House Rules

Accepted Answer

Kuilima Estates is a private residential community. The majority of units are occupied by permanent residents. As a guest, please follow all house rules.

Excessive noise that disturbs neighbors will not be tolerated at any time
Quiet hours are 10 PM to 8 AM daily, without exception
Only registered guests may use the recreational facilities or spend the night in the unit
There is a 2-car limit per unit. Vehicles must display a dashboard parking pass or will be towed at the guest's expense
Nothing may be hung from lanai railings (towels, swimsuits, or similar items)
Roller blades, roller skates, skateboards, and razor scooters are not permitted on the property. Bicycles are not permitted on sidewalks
Do not walk through or take shortcuts through planted areas. Do not pick flowers from trees or shrubs
We are NOT affiliated with Turtle Bay Resort or its golf courses. Hotel amenities are for hotel guests only. Please stay off the golf course paths and other resort areas
No golf carts are allowed on the property

Pool Rules:

Follow all posted rules
No lifeguard on duty. All persons use the pool at their own risk
Pools are open 8 AM to 9 PM
No glass of any kind in the pool area
Pools may not be reserved for private use. Maximum capacity is 20 people

BBQ and Lanai Area:
The barbeque and lanai area may be reserved for a private party of no more than 15 persons for no more than 3 hours. Arrangements must be made with the Resident Manager in advance.
Gate Tailing:
Only one car may enter at a time. Tailing the car in front of you through the gate is absolutely prohibited and is recorded by gate cameras. Damages to the gate may result in charges up to $1,500. The fine for tailing without damage is $300.
All house rules are enforced by the Resident Manager and security staff. Violations may result in separate fines and eviction.

Question 16

Contact Us

Accepted Answer

Reach out through our contact page and we'll get back to you promptly.

Rental Policies

Before You Book