Frequently Asked Questions

What is the cancellation policy?
Our policy allows guests to cancel 60 days prior to arrival date for a refund of your deposit, minus the credit card processing fee.  No refunds once you are within 60 days of checking in.
For stays 21 days or longer, guests cancelling 90 days prior to arrival date receive a refund of their deposit, minus the credit card processing fee; and no refunds once you are within 90 days of checking in.

Reservations Terms and Conditions


Do you recommend Travel Insurance?
Yes absolutely!  Traveling is full of uncertainty.  We recommend the following companies to protect your vacation investment: Allianz Travel Insurance can be quoted online, or over the phone at 866-884-3556. Most all travel insurance companies require that your policy be purchased shortly after making your condo reservation.  Generali Global Assistance is another recommended company, and their phone number is 866-999-4018.


What is required to make a reservation?
When making a reservation, we require an initial deposit of 35% by credit card, with the final balance due 60 days prior to arrival.  You can either book the property directly on our website www.thewhaler.com or call/text us at 808-667-9703. 


How will I receive my confirmation and arrival instructions?
All confirmation and arrival instructions will be sent to you via email. To make certain you receive these emails, please adjust your spam filter to add the domain thewhaler.com to your list of accepted email addresses. You will receive a reservation confirmation within minutes of making your reservation. Subsequent emails including directions and arrival instructions, transportation options and activities, will be sent prior to your arrival date.


When is check-in & check-out?
Check-in is at 4pm. Check-out is promptly at 10am. Door keys are programmed to these times. To guarantee an early check-in or late check-out, you can purchase one at a half-day rate. This is a good choice if you have a late night departing flight, or an early on-island arrival.  Any last minute requests within 24hours of departure may be possible, but are subject to a $50 charge to reserve extra time, as it requires housekeeping to make adjustments to their schedule. 

Can I choose the exact unit I want to rent?
Yes.  We rent the specific property you see in full detail on our website. Our website contains comprehensive information on all of the units offered in our rental program. Units appearing on our website indicate that we are the sole rental agency for that unit; it does not guarantee availability.

Is daily maid service included in the rental rate?
No. The condominium is cleaned and sanitized before your arrival and after your departure. You can request a mid-stay cleaning at an additional charge, which includes changing linens and towels, cleaning all bathrooms, kitchen area, vacuum and dusting, sweeping and mopping and refreshing your starter paper products. A complimentary mid-stay clean is included for stays of 14 nights or more.  We request that when the housekeepers are in the unit cleaning, guests please vacate during that time, for safety reasons.
 

How many people are allowed to stay in each home?
Occupancy requirements are very strict and posted online for each unit.  For security purposes, the front desk and security staff keeps a close eye on whether there are any additional people and will be subject to fines.
 

Is there air conditioning?
Yes, all of the units at The Whaler have central air-conditioning.
 

Is there a fully equipped kitchen in all vacation condos?
Yes, every condo has a fully equipped kitchen that includes a refrigerator, stove, microwave, dishwasher, coffee maker, toaster, pots & pans, dishes, glasses, silverware and cooking utensils, iron and ironing board, broom and dust pan.


Is there a hair dryer in the bathroom?
Yes. 
 

Is there a telephone in the vacation condo?
Yes, there is a telephone in every unit. Most units have free local calls. Long distance calls are an additional charge. The telephone number to the property is given to you with your directions and arrival instructions.
 

Are linens and towels provided?
Yes, there are linens and towels provided in each condo. All bedding is provided and towels are supplied. Complimentary beach towels are available poolside from 8am - 5pm. Bath towels should not leave your room.
 

Are there cleaning supplies?
Basic cleaning supplies, including disinfectant cleaner, are provided as well as a starter kit of basic items such as:  Paper towels, garbage bags, dish detergent, dishwasher detergent, new kitchen sponge with scrubber; several rolls of toilet tissue, kleenex, hotel-size bar soap, shampoo, and lotion.  *Please note these starter kit items are not replenished.  There are also washer/dryers in some of the units - but not all units (laundry detergent is not provided).  A vacuum, dishwasher, iron and ironing board are also provided in each unit. *Due to covid restrictions, no edible condiments will be supplied.
 

Are the properties Non-Smoking?
Yes, all of our properties are strictly non-smoking. In accordance with Hawaii's smoke free law, The Whaler is a non-smoking resort. Guests may not smoke inside the individual condominium units, on the lanais, nor in any common areas.  There is a designated smoking area by the parking lot near the tennis courts.


Is there shopping near by?
Yes. Whalers Village Shopping Center is located right next door to the resort.  It has restaurants, clothing retailers and food establishments that range from casual to fine dining. Here is a link for additional on-island shopping information.


Lost and Found Items
Our return policy is: visit whatever carrier site you choose (Fed Ex or UPS), pay for the shipping and generate a call tag. Email us the label and we will box it up and ship it back for you.


What to expect when staying with us
https://www.thewhaler.com/condo-amenities.htm