Frequently Asked Questions

Coronavirus Cancellations
If there is a government restriction around travel to Hawaii during your reservation dates due to covid, or you test positive during the pretravel testing procedure, we will allow guests to reschedule their vacation within 1-year of their original arrival date.  Any money paid will be credited towards a new reservation.  There will be no refunds given.  If travel is not restricted, any cancellations are subject to the original cancellation policy outlined in your signed contract Terms and Conditions. 

Prior To Travel
Beginning November 24, 2020  travelers wishing to bypass the 14-day mandatory quarantine must have their COVID-19 test results – from a trusted testing partner – prior to departure for the State of Hawaii.  If test results are not available before boarding the final leg of your trip, the traveler must quarantine for 14 days or the length of the stay, whichever is shorter.  To be clear, this test result must be confirmed 72 Hours prior to departure of their final leg of travel and the passenger must present evidence of this test prior to arrival to Hawaii. Individuals will be responsible for the cost of the pre-travel test. 

The State of Hawaii has also announced their new online "Safe Travels" application will be mandatory for all travelers.  Travelers are encouraged to enter their trip details and information well in advance of their flight. Then no later than 24 hours before departure, travelers will be required to fill out a health questionaire online.  Once the health form is received, a QR code will be emailed to you.  This QR code will be scanned upon arrival at the Maui airport.
  Click here for the Safe Travels website, to create your account:  https://travel.hawaii.gov

In addition, the following Hawaii State website is a good source of current travel announcements and covid testing requirements affecting travel to Hawaii:  https://hawaiicovid19.com/travel/

Do we recommend Travel Insurance?
Yes!  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 us at 877-808-8484. 


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 time?
Check in is at 3pm. Check out is promptly at 11am. Door keys are programmed to these times. A late or early checking time may be available with at least 48 hours notice. There is a charge to reserve extra time as it prevents another guest from reserving this time.

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.


Terms and Conditions/Cancellation Policy
See our Terms & Conditions page for full details.

Is daily maid service included in the rental rate?
No. The condominium is cleaned before your arrival and after your departure. You can request a Mid-stay Clean 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.

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 addtional fees and/or eviction.

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 mop, broom, dustpan, vacuum, dishwasher, iron and ironing board are also provided in each unit. 
*Due to covid restrictions, no 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 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. The Whaler resort is located right next door to Whalers Village Shopping Center with restaurants, clothing retailers, and food establishments that range from casual to fine dining.
Here is a link for more on-island shopping information.


What is the Weather Forecast?
For real time Kaanapali weather forecast, visit: 
https://www.thewhaler.com/weather.asp and click on the radar tab.

What to expect when staying with us

https://www.thewhaler.com/condo-amenities.htm