HANA HOU RENTALS FREQUENTLY ASKED QUESTIONS 

 

SECTION I: Vehicle Rentals


 

Basic Vehicle Questions

What are your renter requirements?

All renters must:

  • Hold a valid driver’s license (United States or Canada),

  • Must be at least 25 years old,

  • Have a current driving license (United States or Canada),

  • Have a clean driving record, and

  • Meet all Hana Hou driver requirements.

Exceptions are allowed for active military under the age of 25**

  • For all active duty military under the age of 25, a $250 hold will be placed on the renter’s debit or credit card at the time of the booking with Hana Hou Rentals

Is a deposit required?

It depends. For all active duty military renters under the age of 25,** a $250 hold will be placed on the renter’s debit or credit card at the time of the booking with Hana Hou Rentals. 

 

Who can drive the vehicle?

Although renters are not able to rent for another driver, additional drivers are allowed. Apart from the renter of the vehicle, all drivers must be officially added as “additional drivers.”

  • If the rental car sustains any damage, the primary renter is responsible for the vehicle, no matter who was driving at the time. This is another reason why renting a car for someone else is not allowed.
     

Can I add an additional driver to my rental?

Yes, additional drivers may be added at check in. Additional drivers will also have to show proof of a valid driver’s license as well as valid insurance. Both the primary (who paid for the rental) and any additional drivers must be present at pickup check in. 

 

What is the shortest time I can rent a car?
Our shortest rental is a two day rental. We do not allow single day rentals.

What is the longest time I can rent a car?
Our maximum rental is 14 days. If you would like a car for longer than 14 days, you will have to make two bookings.

 

How can I secure my reservation?
All reservations are secured with payment. We do not hold vehicles unless the booking is paid for.



 

Canceling a Vehicle Reservation

How do I cancel a vehicle reservation?

You can cancel your reservation by contacting our customer service, (808)-647-4510 or email us at hhreservations@hanahourentals.com. All cancellations are effective immediately. You cannot cancel a reservation that’s in progress, and once you cancel, you’re no longer authorized to receive or drive the car.

 

What’s my refund for a canceled reservation and when will I get it? 

The amount of your refund depends on when you cancel and the length of the reservation. Refunds will be issued within 24 hours of your cancellation. Your bank will take an additional 3–10 business days to process and return the funds to your account. 

 

Full Refunds 

We’ll refund you in full if you cancel during our Free cancellation period — 48 hours before your reservation starts or one hour after booking if you booked less than 48 hours in advance. The cancellation period is based on the vehicle’s time zone (HST). If you change your reservation in any way, the free cancellation period remains tied to the original booking time. Contact customer service (808) 647 4510 to let us know you’re canceling. Cancelation will only happen when you have contacted Hana Hou Rentals and have received a response for confirmation. 

  • Hana Hou will refund you in full if a Hana Hou representative cancels your reservation or fails to show up within one hour of the reservation’s start time. 

  • If you return the vehicle before the original return date, you will not be refunded any portion of the payment.

 

Partial Refunds

If you cancel a reservation outside of the Free cancellation period, we’ll issue you a partial refund. If your reservation was longer than 2 days, we’ll refund the full amount minus one day’s reservation cost (reservation price + tax). If your reservation was 2 days or shorter, we’ll refund the full amount minus 50% of one day’s reservation cost (reservation price + tax). We’ll refund the cost of any Extras.

No- shows

  • If you don’t cancel a reservation prior to your check in time and fail to show up within two hours of the reservation start time, we consider that a guest no-show and will NOT issue you a refund. 

  • If you arrive to check in for your reservation with no license, with an invalid license, or you send an additional or unapproved driver in your place, that’s also a guest no-show. No refunds will be issued. 

Exceptions

Exceptions to the refund amounts for cancellations outside the free period and for no-shows may apply in the event of a flight delay, flight cancellation, or lost baggage. You MUST contact Hana Hou Rentals prior to arriving for your pickup about these circumstances in order for exemptions to apply. Additionally, exceptions apply in the event of safety issues tied to the vehicle or other extenuating circumstances. 

Late Policy for Vehicle Reservations

 

As a family owned and operated rental company with a limited fleet and high vehicle demand, we ask that our customers respect and honor their selected pickup and dropoff times. This is of critical importance. We value your time and seek to meet and exceed your rental needs. In order for us to continue to provide outstanding customer service, we ask kindly in return that you value ours. 

 

How do I change my pick up/drop off time before my reservation?

If you need to change the time of either your pickup or dropoff please contact Hana Hou customer service (808) 647 4510 to let us know at least 3 hours in advance of your original vehicle check in time and we will do our best to accommodate you with no added fees. 

 

Changing Pickup Times:

  • If you contact us less than 3 hours before your original vehicle check in time in order to change your pickup time, a fee of $50 may apply.  

 

Changing Drop off Times - After a reservation has Begun: 

  • If you contact us after your reservation has begun but greater than 3 hours before your original vehicle checkout time in order to change your dropoff time, a fee of $25 may apply. 

  • If you contact us after your reservation has begun but less than 3 hours before your original vehicle checkout time in order to change your dropoff time, a fee of $50 may apply.


 

PICK UPS:
 

What happens if I show up early?

If you show up early for your pick up, we cannot guarantee that we will be able to complete your check in at that exact time due to having multiple customers and business operations every day. However, we will always make sure to honor your original selected pickup time, and a Hana Hou representative will be there at your original selected time to complete your check in. 

 

What happens if I show up late?

It is important that you CONTACT HANA HOU customer service (808) 647-4510 to let us know if you cannot arrive at your specified pickup time for whatever reason. 

 

Late Pickup Charges are as Follows-

0-1hr late: no charge

1-2 hr late: ½ the average daily reservation price

2hr or more late: the average daily reservation price for 1 day + $50 fee for every additional 

hour for up to 4 hours. After 4 hours, the reservation will be automatically canceled. 

* If you don’t cancel a reservation prior to your check in time, fail to show up within 2 hours of the reservation start time, and we are unable to make contact with you, we consider that a guest no-show, your reservation will be canceled, and we will NOT issue you a refund. *


 

DROP OFFS
 

What happens if I show up early?

If you show up early for your drop off, we cannot guarantee that we will be able to complete your check out at that exact time due to having multiple customers and business operations every day. However, we will always make sure to honor your original selected drop off time, and a Hana Hou representative will be there at your original selected time to complete your check out. YOU WILL NOT BE PERMITTED IN ANY CIRCUMSTANCE to drop off the vehicle and the keys and leave without a Hana Hou representative completing check out.

 

What happens if I show up late?

It is important that you CONTACT HANA HOU customer service (808) 647 4510 to let us know if you cannot arrive at your specified dropoff time for whatever reason. 

 

Late Drop off Charges are as Follows-

0-1hr late: no charge

1-2 hr late: ½ the average daily reservation price

2hr or more late: the average daily reservation price for 1 day + $50 fee every additional hour 

 

I would like to keep my rental vehicle for a few days longer; is that possible?

This is possible as long as the vehicle is not scheduled for another trip during your desired extension dates. Please contact Hana Hou Rentals customer service (808) 647 4510 in order to request a rental extension. A confirmation of all amendments, including your updated rental cost, will be submitted to you via email.

 


 

Beach Packages

Can I add anything else to my vehicle rental?
We offer six different beach packages that you can choose from to be included with your vehicle rental for your optimal island vacation. Items include beach gear such as beach chairs, umbrellas, coolers, snorkel gear, boogie boards and much more. Prices range from $125 to $225. Beach packages can be reserved upon vehicle booking. 

 

What happens if I damage any of the beach package gear?

The renter will be charged according to the damage following a damage assessment. If the equipment is damaged severely and requires replacement, the renter will be charged the full unit price of the item.

 

What happens if I fail to return all the beach gear?

If the renter fails to return any and all equipment, the renter will be charged the full unit price of the item(s).

Other Questions

How are payments made?
Payments are made at booking online via debit or credit card.

Do you accept cash or money orders?
No. Unfortunately, only a true debit card/credit card in the primary driver’s name will be accepted at booking.

What discounts do you offer?
We offer a military/veteran and law enforcement discount for 15%, and a kama’aina discount for 10%. All military, law enforcement, and kama’aina must show valid proof at the time of pickup. Contact Hana Hou Rentals at hhreservation@hanahourentals.com for the discount codes.

What are your insurance requirements?
Your minimum motor vehicle insurance policy must have protection for you and your passengers of $10,000 per person personal injury protection benefits. This accounts for medical and rehabilitative costs.

What delivery locations do you offer?
Our primary operating location is our Pearl City location. However, for an additional fee, we offer delivery to and from the airport as well as hotels via our 12-person shuttle van. 

Do I need to refuel the vehicle before returning? Can I pre-pay for fuel?

Yes. You will be responsible for the cost of any fuel that is not refilled before returning the vehicle. A prepaid fuel option is available for purchase at booking.

Do I need to wash the vehicle before returning? Can I pre-pay for a wash?
Yes. You will be responsible for washing the vehicle before returning in the condition that you picked it up. A prepaid cleaning option is available for purchase at booking.

Do you have a special cleaning policy?
Yes. If a vehicle requires excessive cleaning or special cleaning products for excess sand, stains, pet hair, or smoke removal, a cleaning fee of $150 will be applied to your overall rental cost.

Can I smoke in the car?

No. Smoking in all of our rental vehicles is prohibited under all circumstances. Should you smoke in the vehicle, a cleaning fee of $150 will be applied to your overall rental cost. 

What is the mileage/kilometer policy?
All rental vehicles are provided with unlimited mileage. 

What are all these extra fees on my rental invoice?

The Hawaii GET is applied to all rental purchases. 

Can I rent a car seat?

Yes, we offer three-in-one car seat rentals for $35 for your entire reservation. Renters are responsible for installation. 

SECTION II: Equipment Rentals (SUP and Kayak)

Basic Equipment Questions

What are your renter requirements?

All renters must sign a liability waiver at check in. Renters must hold a valid Drivers License. For renters/users under the age of 18, a parent or guardian must sign the liability waiver upon check in.

 

How many Kayaks can I rent at once?

You can rent a maximum of two Kayaks.

 

How many SUPs can I rent at once?

You can rent a maximum of two SUPs.

 

What is the shortest time I can rent a kayak or paddle board?
Our shortest rental is a two day rental. We do not allow single day rentals.

What is the longest time I can rent a kayak or paddle board?
Our maximum rental is 14 days. If you would like a kayak or paddle board for longer than 14 days, you will have to make two bookings.

 

How can I secure my reservation?
All reservations are secured with payment. We do not hold equipment unless the booking is paid for.

 

What happens if I damage the equipment?

The renter will be charged according to the damage following a damage assessment. If the equipment is damaged severely and requires replacement, the renter will be charged the full unit price of the equipment.
 

What happens if I fail to return all the equipment?

If the renter fails to return any and all equipment, the renter will be charged the full unit price of the equipment.


 

Canceling an Equipment Reservation

 

How do I cancel an equipment reservation?

You can cancel your reservation by contacting our customer line, (808) 647-4510. All cancellations are effective immediately. 

 

What’s my refund for a canceled reservation and when will I get it? 

The amount of your refund depends on when you cancel and the length of the rental. Refunds will be issued within 24 hours of your cancellation. Your bank will take an additional 3–10 business days to process and return the funds to your account. 

 

Full Refunds 

We’ll refund you in full if you cancel during our Free cancellation period — 48 hours before your reservation starts or one hour after booking if you booked less than 48 hours in advance. The cancellation period is based on the equipment’s time zone. If you change your rental in any way, the free cancellation period remains tied to the original booking time. Contact customer service (808) 647 4510 to let us know you’re canceling. Cancelation will only happen when you have contacted Hana Hou Rentals and have received a response for confirmation. 

  • Hana Hou will refund you in full if a Hana Hou representative cancels your reservation or fails to show up within one hour of the rental start time. 

  • If you return the equipment before the original return date, you will not be refunded any portion of the payment.

 

Partial Refunds

If you cancel a rental outside of the Free cancellation period, we’ll issue you a partial refund. If your reservation was longer than 2 days, we’ll refund the full amount minus one day’s rental cost (rental price + tax). If your rental was 2 days or shorter, we’ll refund the full amount minus 50% of one day’s rental cost (reservation price + tax). 

No- shows

  • If you don’t cancel a rental prior to your check in time and fail to show up within two hours of the rental start time, we consider that a guest no-show and will NOT issue you a refund. 

 

Exceptions

Exceptions to the refund amounts for cancellations outside the free period and for no-shows may apply in the event of a flight delay, flight cancellation, or lost baggage. You MUST contact Hana Hou Rentals prior to arriving for your pickup about these circumstances in order for exemptions to apply. Additionally, exceptions apply in the event of safety issues tied to the vehicle or other extenuating circumstances. 



 

Late Policy for Equipment Reservations

 

How do I change my pick up/drop off time before my rental?

If you need to change the time of either your pick up or drop off please contact Hana Hou customer service (808) 647-4510 to let us know at least 3 hours in advance of your original check in time and we will do our best to accommodate you with no added fees. 

Changing Pickup Times:

  • If you contact us less than 3 hours before your original vehicle check in time in order to change your pickup time, a fee of $50 may apply.  

Changing Drop off Times - After a reservation has Begun: 

  • If you contact us after your rental has begun but greater than 3 hours before your original checkout time in order to change your drop off time, a fee of $25 may apply. 

  • If you contact us after your rental has begun but less than 3 hours before your original checkout time in order to change your dropoff time, a fee of $50 may apply.


 

PICK UPS:
 

What happens if I show up early?

If you show up early for your pick up, we cannot guarantee that we will be able to complete your check in at that exact time due to having multiple customers and business operations every day. However, we will always make sure to honor your original selected pickup time, and a Hana Hou representative will be there at your original selected time to complete your check in. 

What happens if I show up late?

It is important that you CONTACT HANA HOU customer service (808) 647-4510 to let us know if you cannot arrive at your specified pickup time for whatever reason. 

 

Late Pickup Charges are as Follows-

0-1hr late: no charge

1-2 hr late: ½ the average daily rental price

2hr or more late: the average daily rental price for 1 day + $50 fee for every additional 

hour for up to 4 hours. After 4 hours, the rental will be automatically canceled. 

 

* If you don’t cancel a reservation prior to your check in time, fail to show up within 2 hours of the reservation start time, and we are unable to make contact with you, we consider that a guest no-show, your rental will be canceled, and we will NOT issue you a refund. *


 

DROP OFFS
 

What happens if I show up early?

If you show up early for your drop off, we cannot guarantee that we will be able to complete your check out at that exact time due to having multiple customers and business operations every day. However, we will always make sure to honor your original selected drop off time, and a Hana Hou representative will be there at your original selected time to complete your check out. YOU WILL NOT BE PERMITTED IN ANY CIRCUMSTANCE to drop off the equipment and leave without a Hana Hou representative completing check out.

 

What happens if I show up late?

It is important that you CONTACT HANA HOU customer service (808) 647-4510 to let us know if you cannot arrive at your specified dropoff time for whatever reason. 

 

Late Drop off Charges are as Follows-

0-1hr late: no charge

1-2 hr late: ½ the average daily rental price

2hr or more late: the average daily rental price for 1 day + $50 fee every additional hour 

 

I would like to keep my kayak or SUP for a few days longer; is that possible?

Yes. Please contact Hana Hou Rentals customer service (808) 647 4510 in order to request a rental extension. A confirmation of all amendments, including your updated rental cost, will be submitted to you via email.

SECTION III: Beach Dinners

Basic Beach Dinner Questions

How many people can I add to my beach dinner package?
You can have a maximum total of 8 people for you Ohana package

On what beaches are the beach dinners offered?
All of our beach dinners are located on Nimitz beach

How long does the beach dinner last?
Our beach dinners typically last for two hours

What is the food menu to be served at my beach dinner?
Email hhreservations@hanahourentals.com to find out specifics for your food menu

Do you offer vegan and vegetarian options for the dinners?
Yes.

What happens if the weather is bad? Can I reschedule?

If the weather interferes with a quality beach dinner, you have the option to cancel or reschedule. Contact Hana Hou rentals at hhreservations@hanahourentals.com or call us (808) 647-4510

Canceling a Beach Dinner

 

How do I cancel a beach dinner reservation?

You can cancel your reservation by contacting our customer service, 808-647-4510 or email us at hhreservations@hanahourentals.com. All cancellations are effective immediately.


What’s my refund for a canceled reservation and when will I get it?
Refunds will be issued within 24 hours of your cancellation. Your bank will take an additional 3–10 business days to process and return the funds to your account. 

 

Full Refunds 

We’ll refund you in full if you cancel during our Free cancellation period — 48 hours before your dinner starts or one hour after booking if you booked less than 48 hours in advance. Contact customer service (808) 647 4510 to let us know you’re canceling. Cancelation will only happen when you have contacted Hana Hou Rentals and have received a response for confirmation. 

  • Hana Hou will refund you in full if a Hana Hou representative cancels your reservation or fails to show up within 30 minutes of the dinner's start time. 

 

Partial Refunds

If you cancel a reservation outside of the Free cancellation period, we’ll issue you a partial refund. Partial refunds are given for half the cost of your beach dinner.

 

No- shows

If you don’t cancel a reservation prior to your dinner and fail to show up within 30 minutes of the dinner start time, we consider that a guest no-show and will NOT issue you a refund. 

Exceptions

Exceptions to the refund amounts for cancellations outside the free period and for no-shows may apply in the event of an emergency or other extenuating circumstances. 

Late Policy for Beach Dinners

What happens if I show up late?

It is important that you CONTACT HANA HOU customer service (808) 647 4510 to let us know if you cannot arrive at your specified booking time for whatever reason. 

 

Late Charges are as Follows-

0-30min late: no charge

30min-1hr late: $50

 

* If you don’t cancel your booking prior to your start time, fail to show up within 1 hour of the dinner start time, and we are unable to make contact with you, we consider that a guest no-show, your dinner will be canceled, and we will NOT issue you a refund. *

Download our Terms of Service