FAQs
Our FAQs provide information on the most frequently asked questions and respond with general guidance. More detailed information is available on the website and specific information is provided in your personal Guest Portal once a reservation is confirmed. For any questions or further information, please call our toll-free phone number from the U.S. or Canada 877-611-6022.
Accommodations
What kind of vacation rentals do you offer?
Our vacation rentals include hotel rooms, studios, one-, two- and three- bedroom condos and villas and private homes. Depending on the resort and the type of accommodation reserved, furnishings and supplies can vary.
Most of our vacation rentals are condos and are designed with a separate living room, private bedroom(s), outdoor lanai, and full kitchen and some are equipped with a washer and dryer. Full kitchens feature the following:
- Full-sized refrigerator/freezer
- Stove/Oven
- Microwave
- Coffee Maker
- Pots and pans
- Dishes
- Utensils for eating and cooking.
- Starter pack of paper towels, dishwashing soap, dishwasher tab
- Supplies like oil, salt, pepper, or spices are NOT provided.
Some of our other vacation rentals are hotel rooms and studios that are furnished with a mini-refrigerator and a coffee maker. Some may also be furnished with a microwave and/or hot plate, some dishes, and utensils.
What supplies do you provide?
All accommodations will include fresh bed linen and bath towels for the number of guests reserved, and a starter pack of bath soap, toilet paper and Hawaiian blend coffee to welcome you. These items, along with the starter packs in the condos, are not replenished. But we provide information on store locations in each of our destinations to make these purchases as well as for groceries, essentials and other items that will make your stay more comfortable.
Do all vacation rentals have air conditioning?
Some vacation rentals have central or individual air conditioning, while some are equipped with only ceiling fans. This will be noted on each individual vacation rental on our website so that you can make the best choice for you and your family. Keep in mind you will pay slightly higher rates for an air-conditioned vacation rental.
Smoking Policies
Smoking is NEVER permitted anywhere inside your vacation rental or on the outdoor lanai/balcony/patio. Most resorts do not allow smoking in public areas, except for designated outdoor areas in conformance with state laws and ordinances of the counties on each island. Smoking is also not allowed in many public areas such as on the beach, in parks or at bus stops.
Are there any additional costs?
When booking direct, you will know exactly what the total price you are paying, which will include the nightly room charges, cleaning fee, damage insurances and taxes. Optional travel insurance is available for purchase, which is recommended to obtain a refund should there be reasons for a delay, early departure, or complete cancellation of the reservation. Some resorts may charge an additional Resort or Facility Fee that gives guests access to onsite amenities. Depending on the resort, there may be added fees for parking, phone calls, use of equipment or services that you would pay for direct should you use those services. These fees and details are described when making your reservation.
Guest Services
Guest Portal
Once a reservation is confirmed, a guest will have a personalized Guest Portal, which includes reservation information and information to pre-book activities and tours. The Guest Portal is your virtual Guest Service Directory that provides information to make your stay comfortable, enjoyable, and worry-free. You can access the Guest Portal on your mobile phone for details, instructions and contact information about the resort, amenities available, housekeeping & maintenance service and operating instructions as well as safety tips and emergency information.
Is internet access available in my vacation rental?
Yes, Internet access is available in all the vacation rentals that are managed by Chase ‘N Rainbows by Castle Resorts. Internet access and passcodes are provided in the pre-arrival information that we email just before arrival or in your room or Guest Portal.
Are beach towels or other beach gear provided?
Beach / Pool towels may or may not be provided or could be rented for a fee. Select resorts provide towels at their pools at no additional charge. Beach chairs, boogies boards, snorkeling equipment etc…are not included, although some owners choose to leave extra beach gear. After arriving, check out the equipment in your room and consider renting or buying gear based on your wants and needs.
Housekeeping
What is the Cleaning Fee charged for?
The Cleaning Fee is a one-time charge to clean your vacation rental after you check-out. Our professional housekeeping staff is trained in cleaning and sanitization standards expected by our guests.
Do you provide daily housekeeping service?
Daily housekeeping service is not included with your reservation. However, daily, or more housekeeping service or fresh linen replacement can be arranged in advance for an additional fee.
We can’t find the supplies that are supposed to be in the room.
A starter set of supplies will be in your vacation rental upon arrival. If you do not see these items, please check on the counter, in all cabinets (under the sink, above the refrigerator) and if you cannot find what you are looking for, please call our office.
Maintenance
How do you operate the appliances, electronics, TV, DVD, Internet, etc. Where can I get instructions?
Instructions to use appliances and electronics or for internet access are located inside your vacation rental and/or on your Guest Portal. If something is not working or you are unsure how to operate it, please contact Guest Services between 8 am – 5 pm daily.
What if there is a leak, stopped drain or plumbing issue?
To prevent damage from leaks or plumbing issues, please contact our emergency after-hours local number that is provided in your personal Guest Portal. Always call 911 first in any life-threatening emergency like a fire or extreme flooding.
Check-In & Check-Out
What are the check-in procedures?
- Prior to arrival, we will email check-in instructions, including access codes to gain entry to gates and your vacation rental.
- Check-in is at 3 pm and access codes will be activated at that time. Any time after 3 pm, you may proceed directly to your vacation rental , without the hassle of registering at an office. Pre-arrival instructions will note if your resort requires you to also register at the resort where you are staying.
- However, if we have not received full payment or any signed registration documents or house rules, access will be denied. Please complete all pre-arrival documentation by the deadline requested to prevent any inconvenient delay and a possible charge for day of arrival access.
- For early check-in requests, we are not able to confirm or deny an early check-in until you arrive on the island. If the vacation rental is occupied by a guest checking out, we will not be able to provide an early check-in since we need to fully clean and prepare the vacation rental for your arrival.
What are the check-out procedures?
- Check-out is any time before 11 am on the designated date of checkout, at which time your electronic key or code will automatically deactivate, and you will not have access to the room. Please be prompt and remove all your belongings so that we have time to prepare for the next guest’s arrival.
- A reminder email with additional check-out instructions will be emailed & texted to you on the day prior to your departure.
- Late check-outs cannot be confirmed until the day before your departure due to potential last-minute reservations of your vacation rental. If available, there is a fee (plus taxes).
Lost & Found
How do I request to check and return an item I may have left behind?
We will return your lost item to you if you advise us within two weeks of your departure date. Any items not claimed within two weeks will be donated to a local charity. There is a handling fee, plus postage that will be assessed for all lost & found items that have been recovered and returned.
