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  Frequently Asked Questions

Maui and Lake Tahoe
 
 
About the Island
Where are the Polo Beach Club units located?
What are some good restaurants and stores?

About the units
What is the Maui bed situation like?
Do you have any Maui 1 bedroom units?
Are any of the Maui unit\'s floor plans the same?
Is there air conditioning at Polo Beach?
Do I need to bring our beach towels?
How would I arrange a crib?
Is there a DVD or VCR in the units?
What items might be found in the Maui unit(s)?
Where are the beach chairs?
Internet Trouble?
What is the difference between Polo Beach Club units?
How are fireplaces at Goldola Lodge controlled?
Are there washers and dryers?
Where are the beach passes?
What if I have TV trouble?
What if i have a question during my stay?

Booking
What is your cancellation policy?
What do I do if I have to cancel?
Can I view the confirmation form?

Check-in and check-out
When is check-in and check-out?
Our flight comes in late. Where do I get my key?
What do I do with my key when we check-out?
Where do I park?
What is the late check out policy?
What do the colors on the calendar mean?

Other
Is there someone I can contact to arrange for an excursion?
Do you provide a rental car?
Can I add maid service?
Who do I call for maintenance, incidentals or concierge?
Where is the nearest beach in Tahoe?

Rates and Discounts
When are your low and high seasons?
Why are your Prime Ocean Front units more expensive?
What do you require to hold the unit?
Can I pay with credit card?
How can I obtain a discount?
How does the deposit work?
Why are your units so expensive?
 
     
  Phone Numbers: Island Gophers (Maintenance, Incidentals, Concierge) (808) 357-3625 or Wailea Security (808) 879-1948 or (808) 269-3663  
 
 
 
About the Island
Where are the Polo Beach Club units located?
Wailea, Maui, on the southwest side of the island (Makena side), on the beach in front of the Fairmont Kea Lani. We are on the Wailea beach path - a world class walk to shops, restaurants, etc. The Kea Lani has several shops, salons, bars and restaurants next door including Nick's Fishmarket - impeccable service. Also near The Grand Wailea Resort, Four Seasons, Marriotts, and the Shops of Wailea, You can walk to the Wailea Blue Golf Course right up our street, or a very short drive to other beautiful courses. The Maui Prince is also a short drive south, Wailea tennis is a few blocks north. Nearby Kihei has supermarkets, malls, theatres and more.

What are some good restaurants and stores?
MAUI: See the webpage for booked guests, available by email after booking for great tips and best things to do while on Maui. For convenience, try the 2 restaurants next door at Kea Lani, Mulligans down Kaukahi St. (Affordable), and fine dining at the Wailea Emerald and Makena resort. Joe's at Wailea Tennis courts. Sarento's in S. Kihei. TAHOE: For Lake Tahoe:n-Raleys at Park ave and Hiway 50n-Safeway at Round Hilln-Lew Mar Nels - easy walk, great wine list and menu. Escargot is classic.n-Lakeside Grill on our beach.n-Sage Room at Harveys.n-Friday's Station at Harrahs.n-Capiche? at Round Hill. 19t Kitchen at Harveys. Kalanis at Heavenly Village. McP's for easy service low cost. Applebees next to carrows. Basecamp Pizza and Fire and Ice at Heavenly Village.Lucky Beaver (tater tots and Chicken tenders) next to CVS by Montbleu.


About the units
What is the Maui bed situation like?
All units are equipped to sleep up to 6. All units have a king in the master and two twins in the guest bedroom. The twins can be made into a king with an adapter that spans over the seam and is secured around the mattresses. Please let us know ahead of time, so we can inform housekeeping.n103, 104, 204, 302, and 306 have pull out couches.nAll units have futons that can be utilized in the living room.n#104 has a queen AND a twin in the 2nd bedroom instead of 2-twins.

Do you have any Maui 1 bedroom units?
No, they are all 2 bedroom units. We can work out a 1-bedroom rate for you.

Are any of the Maui unit\'s floor plans the same?
They are all the same floor plans. #103, #104, and #207 are mirror images of #207, 204 and #306.

Is there air conditioning at Polo Beach?
Yes, there is air conditioning (forced air to each room) in each of the units. Marriott Tahoe has AC. The Lakeshore cabin does not. Gondola lodge can be requested for an additional fee.

Do I need to bring our beach towels?
No, not at Polo Beach, each unit comes equipped with beach and bathroom towels. Some units often have beach toys, but they are not inventories. Float devices are not provided, sorry.

How would I arrange a crib?
If you would like a crib, please contact one of the below choices for a variety of delivered options:nhttp://www.wildwheelswentals.com/nhttp://www.akamaimothers.com/home.phpnhttp://www.akamaimothers.com/home.phpnhttp://www.pamelasaloharentals.com/maui-baby-equipment-rental.htmnislandgophers@gmail.com by phone 808-357-3625

Is there a DVD or VCR in the units?
For Polo Beach, there are DVRs in each unit. Most units also have DVRs in the bedrooms. Marriott Tahoe and Lakeshore cabin have DVRs, Gondola lodge has DirecTV.

What items might be found in the Maui unit(s)?
Upon arrival, the units are supplied with such things as paper towels, coffee filters, bar soap, shampoo, dishwasher soap, toilet paper, broom, mop, hair dryer, glass cleaner, iron, ironing board etc. High speed internet, phone. Corrosive or dangerous items are not included. All linens and towels are supplied. Items will be replenished at the next maid service, otherwise the guest will need to provide subsequent items. There is a Shark vacuum in each unit and iron and ironing board.

Where are the beach chairs?
Beach chairs are supplied at Polo Beach Club and are located in the 2nd bedroom and hall closet. If you need more, please call concierge at 808-357-3625. There are also beach towels and gate keys, sometimes there are beach toys for kids. In Tahoe - Lakeside beach rents chairs and equipment if you did not bring your own.

Internet Trouble?
Wireless password is on the side of modem or router if needed. Modem and routers are next to the TV unually by the corner window. Some units do not require password. Sometime recycling (unplugging and replugging) modem will help. For Gondola Lodge the password is wifipassword. nnFor Polo Beach, if recycling the equipment does not help, call the Oceanic number on the plaque by the TV, or in the info binder, or 808-643-2100.

What is the difference between Polo Beach Club units?
#204, 104, and 306 are "Prime" units, meaning they are located on the beach/front side of the building and have larger panoramic views. These are most expensive to rent due to front location and these are the most expensive to purchase. 204 is the most remodeled, and the most expensive,, with remodeled kitchen, new cabinets and granite counter and tile throughout. 306 has tile throughout, refinished koa cabinets and Corian counters.104 and 103 have tile living, dining, kitchen, baths and entry. Carpet in bedrooms and remodeled kitchens with granite counters and original Koa cabinets. Pool side. 302 has remodeled kitchen, granite counters, marble entry and bath, carpeting elsewhere. Least remodeled and least expensive. Pool side, south side. 209 has marble entry and bath, carpeting elsewhere. Least remodeled and least expensive. North side unit.

How are fireplaces at Goldola Lodge controlled?
The thermostat will automatically set the room temperature and auto turn on fireplace for heat.

Are there washers and dryers?
-At Polo Beach Maui and the Lakeshore cabin there is a washer dryer in each unit. -At Marriott Grand Residence there is a washer dryer in #4220, and there is one in the hallway for units 3228 and 5234. -At Lakeside Gondola Residence Lodge there is a washer dryer in units 100 and 200, and also one by stairway 3 by Cedar Ave.

Where are the beach passes?
-For Marriott Grand residence, pick up at front desk. -For Lakeshore cabin they are on the counter, please leave in unit after stay. There is a $25 replacement fee if missing. -For Lakeside Gondola Residence Lodge, passes are in the units, please leave in unit after stay. There is a $25 replacement fee if missing. - For Polo Beach, Maui there are gate keys to the beach and pool in the unit. Please leave in unit with door keys after your stay.

What if I have TV trouble?
Make sure you haven't accidentally changed inputs. The TV signal will usually come in on HDMI1 (sometimes it might be set to HDMI2 or TV). In either event, use the input button on the TV remote to scroll thru the inputs until you see the signal.nnThat will work 99% of the time. Otherwise call the local provider (Charter for the Lakeshore cabin, DirevTV for the Gondola Lodge, Oceanic for Polo Beach Maui).nnAt The Gondola Lodge, Use the TV remote to adjust TV settings like ON/OFF/INPUT etc and the DirecTV remote to see TV guide and select programs. nnThe Lakeshore cabin is similar, but use the Charter remote to select programming.

What if i have a question during my stay?
Please call your booking agent. There is no onsite office for questions regarding rental units. For polo beach you can also call Island Gophers 808-357-2235n


Booking
What is your cancellation policy?
While on hold, the reservation deposit is non-refundable if cancellation is received at least 60 days prior to scheduled arrival, all funds, other than reservation deposit, will be returned if unit can be re-booked at same rate and period -we will be happy to return all funds less commissions. If you are not able to stay during the scheduled period, please call us so we can try to book it with another guest. Remember to consider inexpensive travel insurance if there is when a slight chance you may cancel since funds are non refundable. Travel Insurance

What do I do if I have to cancel?
Please call us asap at 800-486-2667. Remember to consider inexpensive travel insurance if there is when a slight chance you may cancel since funds are non refundable. Travel Insurance

Can I view the confirmation form?

Polo Beach Club Confirmation

Marriott Grand Residence Confirmation

Lakeside Gondola Residence Lodge Confirmation

Cowell Beach House Confirmation


Check-in and check-out
When is check-in and check-out?
Check-in time is after 3:00 PM, Check-out time is before 11:00 AM.

Our flight comes in late. Where do I get my key?
Keys are provided at the unit in the lockbox. Please use the code provided on your confirmation.

What do I do with my key when we check-out?
Leave in room.

Where do I park?
At check-in at the Polo Beach front office, you will be given a parking pass for the downstairs garage. There are also parking spots outside, in the front. Marriott Tahoe has an underground garage - check in at valet. Lakeshore Cabin has large front yard for parking. Gondola Lodge has both gate and outside the fence parking.

What is the late check out policy?
Sorry, we are unable to guarantee a late check-out. However, depending on booking and housekeeping schedules, if you would like to request a late check-out, it might be possible to arrange if you call us (800-486-2667) the day prior to your departure. With previous guests checking out at 11am and a 4 hour cleaning, the soonest units can be ready is 3pm if it is a "back to back" booking. A dot or * is a holiday.

What do the colors on the calendar mean?
Orange


Other
Is there someone I can contact to arrange for an excursion?
See our webpage for booked guests. Or, call Island Gophers Concierge.

Do you provide a rental car?
No, but try Enterprise or Budget in Kahului, Maui. Rental Cars also:

n Can I add maid service?
Yes, cleans are provided per your confirmation, maid service is not included unless specified. Additional maid services can be arranged through our management company, Island Gophers, by calling them during your stay.

Who do I call for maintenance, incidentals or concierge?
Please call Island Gophers at 808-357-3625. The Gophers handle maintenance and cleans. Additionally, if you need items from the island delivered, they can handle that at a rate of $45hr.

Where is the nearest beach in Tahoe?
Lakeside Beach is at the end of Park avenue. Walk down Friday Ave towards lake. There is an easement you can take next to an apartment complex. Passes are not needed in the winter.


Rates and Discounts
When are your low and high seasons?
Low Season : April 26th - June 15th, September 1st - December 17th High Season : December 18th - April 25th, June 16th - August 31st Rates vary by season, length of stay, number in party, etc. from $395 to $795. Check our availability/booking calendar for rates for your dates.

Why are your Prime Ocean Front units more expensive?
Our Prime Ocean Front units all have 180° views and are more expensive to purchase.n

What do you require to hold the unit?
A 2 nights deposit is required, 4 during holidays.

Can I pay with credit card?
Yes, we now accept credit cards for the deposit. The remaining balance to be paid via personal check, business check, cashier's check, or money order.

How can I obtain a discount?
Discounts are given based on several factors. Typically, a return guest can receive a 5% discount (holiday discounts may not be available). Other factors such as adjusting dates to fill slots in our calendar, length of stay, travel industry personnel, armed service personnel, kama'aina (Hawaiians), and "last-minute" bookings can also qualify for a discount.

How does the deposit work?
Deposits hold the units for you and we will not book them to another guest. Deposits and booking amounts are non-refundable.

Why are your units so expensive?
The rates at Polo Beach are higher than other locations due to the expensive purchase prices for beach front Wailea properties, and not because the units themselves are extravagant. High demand holiday periods are especially expensive due additionally to high demand and willingness of gueats to book far in advance to secure the holiday dates.

 
 
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