Guest FAQ and Info

What time is check-in and check-out?

Check-in is 4pm (16:00). To guarantee check-in earlier than 3pm, guests must reserve the night prior to arrival.
Check out is 10am (10:00).

What is the procedure for picking up keys and checking in?

All of our units have a keyless entry. The code for entry into your room will be found in your arrival packet that will be emailed to you prior to your check-in date. You do not need to check-in with our office. Any time after 4:00 pm on your arrival date, you may go directly to your room.

If you are trying to check-in early and you have not reserved an early check-in, you may call our office at our local number: 808-922-0707 ext. 0 or come visit our front desk to check on the status of your unit.

Our office is located on the 5th floor of Tower 1 (Makai Tower)

Our office hours are:

Monday-Friday: 8:30am – 4:30pm HST

Saturday-Sunday: 9:00am – 4:00pm HST

How do I check out?

Before checking out of the unit we ask that you:

Please throw out any trash

Do any dishes

Return the parking pass and security key to the unit – You do not need to have the parking pass in your vehicle if you are checking out of the building.

Can I request an early check-in?

You may request an early check-in, however because another guest may check out the same day you check in, we are unable to guarantee an early check-in unless you reserve the unit for an additional day when you make the booking.

Can I request a late check-out?

You may request a late check-out, however because another guest may check in the same day you check out, we are unable to guarantee a late check-out unless you reserve the unit for an additional day when you make the booking.

We plan on renting a car. Is parking included?

If you are staying at the Waikiki Banyan, or Waikiki Sunset, parking is free. You will need your parking pass, which is found in your room upon arrival. If you are staying at one of the other locations, you will need to check your arrival packet that is emailed to you for parking instructions.

What if there’s a problem in the condo during my stay?

If you need assistance during your stay, please do not hesitate to contact our office.

Office (toll free): 888-565-6411 ext. 0

Local/International: 808-922-0707 ext. 0

After hours emergency 888-565-6411 ext. 8

What items are included in my condo?

Your rental includes:

Full service kitchen; stove (usually an oven as well), fridge, microwave, sink (some units have dishwashers)

Bed linens; bath, beach & kitchen towels; silverware; cookware (including tea kettle & rice cooker); drinkware

Hair dryer, iron & ironing board

Complimentary coffee packets(2); tea packets(3); laundry detergent packets(2 with 2 pods each); dish soap; dishwasher soap (if unit has a dishwasher); bar of body soap(1); 2oz each of shampoo, conditioner, and body lotion; and paper goods (paper towels, tissue, toilet paper). Additional sundry and food items are available at local markets and grocery stores. The most commonly visited stores are:

The nearest grocery stores are:

Food Pantry – Located at 2370 Kuhio Ave, Honolulu, HI 96815

Safeway – Located at 888 Kapahulu Ave, Honolulu, HI 96816

Foodland – Located at 2939 Harding Ave, Honolulu, HI 96816

Sam’s Club (membership necessary) – Located above Wal-Mart at 750 Keeaumoku St, Honolulu, HI 96814

Costco (membership necessary) – Located at 525 Alakawa St, Honolulu, HI 96817

Not provided:

Beach umbrellas, beach chairs, beach toys, aluminum foil, Zip-Lock baggies, condiments, seasonings, cooking oil, fabric softener, and bleach.

*We do have a limited amount of beach gear (snorkel gear, boogie boards, beach chairs, goggles) and sport equipment (tennis rackets, basketballs, footballs) available in our office upon request, subject to availability. Our office is located at the Waikiki Banyan on the 5th floor of Tower 1 (Makai Tower)

**Beginning In September of 2018, (2) beach chairs and (2) boogie boards will be provided to each of our units.

Is there daily maid and/or laundry service included with my rental?

Since these are privately owned units, there is no daily maid/laundry services. If you wish to add a mid-stay cleaning, please contact our reservation department or call/visit our front desk.

Can you store my luggage until I have to leave for the airport?

Yes, but we do have a limited amount of space that we can store your luggage in our office in the Waikiki Banyan. Please keep in mind that our office closes at 4:30pm on weekdays, and 4:00pm on weekends.

Can you store my luggage until my room is ready?

Yes, but we do have a limited amount of space that we can store your luggage in our office in the Waikiki Banyan. Please keep in mind that our office closes at 4:30pm on weekdays, and 4:00pm on weekends.

Do you provide cribs, Pak ‘n Plays, or air mattresses?

Yes. These are available upon request. We do have a limited amount available, but if you let us know when you make your reservation, we’ll do our best to accommodate your need.

Smoking is not allowed in the units, but can I smoke on the lanai/balcony?

No. Smoking is absolutely prohibited in all of our units and common areas of the buildings. This includes lanais/balconies, recreation floor, hallways, and parking garage. Each building has a designated smoking area.

Can I BBQ on my lanai?

Due to fire hazard, grilling on lanais/balconies is prohibited. There are many outdoor grills available to rent at both the Waikiki Banyan and the Waikiki Sunset in the recreation areas by the pool.

What Waikiki vacation rentals are available for my dates?

To view the vacation rentals available for your dates and receive price quotes, enter the date of your arrival and departure, the number of people in your party, and then select SEARCH to review the results.

How can I get an online price quote?

Once you have decided which unit you’d like to rent, you can either click on the ‘Make an Inquiry’ link and fill out the pop-up form, or you can send a personalized email to ‘’ and one of our reservations agents will get back to you as soon as they’re able. Please make sure to include pertinent information such as: the dates you’re inquiring about, the number of people in your party, how many beds you’re looking for, and your name. You can also include any other questions you may have about the property or the general area.

How do I make a reservation online?

The quickest way to secure your vacation rental is to book online right away! Once you have found a property on our website that you’d like to reserve and determined it is available for your dates, follow the prompts from the “Book Now” button which will lead you through the booking process.

What is the minimum length of stay?

The minimum stay for most condos is 3 nights If you’d like to make a long-term reservation, we do have some properties available depending on the time of year. If you’re from the US or Canada, you can inquire by calling our toll-free number (1-888-565-6411 ext. 1) if you’re calling internationally, you can inquire at (1-808-922-0707 ext. 1) Inquiries can also be made by emailing our reservations department at:

What is the $150 booking payment for?

The $150 is a down payment toward your balance and is a non-refundable deposit. This is not a separate charge and will be added towards the total balance due for your reservation.

Is full payment required at time of booking?

A minimum payment of $150 is required at the time of booking to confirm a reservation. Reservations are not confirmed until the minimum payment is received. The remaining balance may be paid in advance if preferred, but is due no later than 45 days prior to arrival. Reservations made within 45 days of arrival must be paid in full at the time of booking. Reservations not paid in full within 45 days of arrival are subject to cancellation. Refunds, if any, will be made in accordance with the Cancellation Policy below.

What is your cancellation policy?

If a reservation is cancelled more than 45 days prior to arrival (60 days prior to arrival for monthly rentals), we will refund the total amount paid towards your reservations outside of the $150 down payment, which is non-refundable. If a reservation is cancelled within 45 days of arrival, no refunds will be given.

What happens if I cancel my reservation within 45 days of arrival and did not purchase the optional Vacation Rental Insurance?

Koko Resorts recommends you purchase vacation rental insurance to protect against certain unforeseen events.

How far in advance can I make a reservation?

Reservations can be up to 12 months in advance.

Can I pay with cash or money order?

Payment is accepted using the following credit cards only:

  • VISA
  • MasterCard
  • Discover
  • American Express

Cash and money order will only be accepted if the reservation is made in person at the Koko Resorts office. VISA VM1786:1 MasterCard VM1786:1 Discover VM1786:1 American Express

What does Vacation Rental Insurance cover?

Vacation Rental Travel Insurance can cover a variety of things depending on which plan you’ve paid for. Some plans will reimburse 100% of any pre-paid and non-refundable trip costs, while others also include medical emergencies that may occur on vacation, lost luggage, stolen property, etc.

What time of year can I find the lowest priced vacation rentals?

To get the most value from your vacation dollar, consider planning your vacation during the Value Season which runs from April 1 to May 31 and from September 1 to November 30th.

Can you tell me a little bit about Koko Resorts?

Koko Resorts is a vacation rental property management company</a > servicing the Waikiki area. We offer a unique alternative to the traditional hotel. Our condo suites include full kitchens, free internet and free parking for less than a typical hotel room. We are focused on making sure you have a great place to stay while in Hawaii. Come experience the Koko difference.

How do I know your vacation rentals are legitimate?

You can search under Hawaii State Real Estate Broker
Our brokerage number is: RB-19846

Do you rent condos anywhere other than Waikiki – like the outer islands, for example?

Not at the moment. All of our vacation rentals are located in Waikiki.

How far are you from the Beach?

The Waikiki Banyan and Waikiki Sunset towers are located 1 block from the Waikiki Beach.

Do you recommend a car rental agency?

Rental cars are available at the airport and in Waikiki from all of the top car rental agencies (Alamo, Avis, Budget, Enterprise, Hertz, and National).

Turo is another option available for car rental. Turo is the vacation rental for cars. You can go through their app or website and choose vehicles that are available during the days you’d like to rent.

How far is Waikiki from the airport? What is the cost for shuttles/taxis from the airport?

Waikiki is about 10 miles from the airport. And Uber, Lyft, or taxi costs around $40, or you can use one of the many shuttle services which run for as little as $10 per person, one way.

Are there any restaurants at your location?

There is no restaurant at our locations, but there is a convenience store on the lobby level. There are many restaurants within a block or two radius.

Is there a fitness center at your location?

Unfortunately no.

Do you offer grocery service?

Safeway offers delivery to your condo – and if you are a new customer, your first delivery is FREE! Visit:

Planning on visiting the islands? Click here to see our vacation rentals in Honolulu, Hawaii!