FAQ

FAQ

Frequently Asked Questions

Payment

1.    What is included in the total payment?

Base Rent (Rate per night x # of nights)
Reservation Fee ($78.53)
General State Tax (4.712%)
Hotel Taxes (13.25%)
Cleaning Fee for after guests have checked out (Starting at $219.90 for Studio to $418.85 for 2-bedroom units)

*For units that require check-in assistance, there is a fee of $83.77 (the fee may vary depending on the unit).
*The cleaning fee may differ from the above for some units.


2.    How much is the deposit amount?　

The deposit amount is 50% of the base rent, plus the reservation fee.

30 days before your check-in date, the remaining balance will automatically be charged to the credit card you used at the time the reservation was made.
(This remaining balance includes: the remaining 50% of the base rent, plus cleaning fee, general state tax, and hotel taxes)

For reservations made within 30 days of the check-in date, the total payment amount will be charged to your credit card at the time of booking.


3.    What credit cards do you accept?

We accept Visa, Master Card, and JCB.
We do not accept American Express or Diners Club.

4.    Do you accept any other forms of payment besides credit card?

Payment must be made by Credit Card.
We DO NOT accept payment by wire transfer to our bank or by check.


Reservations

5.    How far in advance can we make a reservation?

Reservations can be made up to one year in advance of your check-in date.


6.    Can we make a reservation for tomorrow?

Reservations cannot be made online within 5 days of the check-in date.  
Please e-mail or call us if you would like to make a reservation for check-in within 5 days.    

Phone: 808-922-2992
Email: vr@askagateway.com 

Office hours:              
9:00 am - 5:00 pm (HST)
Monday through Friday
*Closed on Federal and State Holidays.

7.    What are the required minimum nights of stay to make a reservation?

A minimum of a 3-night stay is required to make a reservation. Some units require a minimum of 30 nights’ stay. 


8.    What is the cancellation policy?

The cancellation fee is $300 plus General State Tax if the request to cancel is received 91 days or more before the check-in date.

The cancellation charge for cancellation requests received with less than 90 days left before the check-in date is 50% of the (Nightly rate x # of Nights) plus general state taxes.

The full amount (100%) of the base rent and general state taxes will be charged if the reservation is canceled with less than 30 days left before the check-in date.

For cancellations, cleaning fee and hotel taxes will be refunded to the credit card on file.

*The reservation service fee ($78.53), paid at the time of booking is non-refundable for cancellations.

No exceptions will be made to the cancellation policy.

9.    What if we want to make changes to our reservation?

*There is a $52.36 Change Fee for requests made to a reservation, which results in the total # of nights being less than the original booking.

SHORTENING YOUR STAY
           
If there is 90 days or less left before the check-in date, the total charges will be 50% of the (Nightly Rate x # of Canceled Nights), plus General State Tax.

If you are making changes 91 days or more before the check-in date, the total charges will be 20% of the total base rent (Nightly Rate x # of Canceled Nights), plus General State Tax.

EXTENDING YOUR STAY

The total additional charges will be Base Rent (Nightly Rate x # of Added Nights), plus General State Tax and Hotel Taxes for the extended portion.

*Please be advised that we may not be able to make the requested changes depending on the reservation status for the unit.

Check-in / Check-out

10.    How do I check in to the unit?

Depending on the unit, guests may check in to their rooms by using a lock box or a keypad on the unit door.
For units that require check-in assistance, our staff will meet you in the lobby at the time of your arrival to give you the keys for the unit and to show you to your unit.

11.    Can we check in early?

If we have guests who are checking out of the unit on the same day that you are checking in, we are unable to guarantee an early check-in. Reserving the unit for an extra day before your arrival date allows you to check in to the unit earlier than the normal check-in time on your arrival date.

If the previous guests have checked out and the room is ready, early check-in after 11:00 am may be available. The early check-in fee, for early check-in after 11:00 am, is 50% of the nightly rate, plus General State Tax and Hotel Taxes.

12.    What time is check-out?

Guests must be checked out by 10:00am.
The cleaning company will be entering the unit at 10:00 am.

13.    How do I check out of the unit?

Please check out by 10:00 am.

Please make sure that you have collected all your personal belongings. Please empty the refrigerator and take or throw away any trash.

Please turn off all lights and the A/C. Leave all keys (including parking pass and laundry card if any) in the room. Set the door lock to auto lock if necessary and exit the unit.


14.    Can we check out later?

Depending on reservation status, late check-out may not be available. If guests are checking into the unit on the same day that you are checking out, we are unable to guarantee late check-out. Requests for late check-out must be made in advance. 

For late check-out between 10 am to 3 pm, the fee is 50% of the nightly rate, plus General State Tax and Hotel Taxes.

For late check-out after 3:00 PM, the fee is 100% of the nightly rate, plus General State Tax and Hotel Taxes.

Room Info

15.    If the room occupancy shows maximum of 4 people, is there a way for 5 people to stay?

No. The maximum room occupancy is set based on the number of beds, the owner's requirements, and any rules or regulations of the building. The maximum room occupancy is the total number of adults and children 3 years or older that can stay in the unit. 

*Guests 3 years or older at the time of check-in are considered adults.  

16.    Is Internet provided in the room?

Free Internet Wi-Fi is available in most units. If you need to connect using a LAN cable, please supply your own LAN cable to connect to the modem.

17.    Can we use the parking lot in the building?

Some units include free parking. Others may have no parking or only provide paid parking. It will be stated in the unit description if there is free parking for the unit. Also see: https://vacation-rentals.askagateway.com/free-parking-rentals/ 

18.    What kind of room amenities are in the room?

A complimentary welcome kit is provided in each room at check-in. The welcome kit includes dishwashing liquid, a dishwashing sponge, a trash liner, a paper towel, hand soap, and 2 rolls of toilet paper.  *The items in the welcome kit may change based on availability.

*Beach towels and other beach items are not provided in the unit.

19.    What kind of linens are provided in the room?

Bath towels, hand towels, and bed sheets are provided in the room. Guests are required to wash and dry these linens, as needed, during their stay. Please wash, dry, and return all linens to where they were stored before checking out. It is not necessary to wash the linens that were being used right up to the time of check-out.

20.    What kind of kitchen items are provided?

Most of the units have a microwave, toaster, rice cooker, coffee maker, and pots and pans for cooking. Dishes, cups, and silverware are also provided in the unit.

21.    Can we use the mailbox for the unit?

Due to security reasons, the mailbox for the unit is NOT available for guest use. Mailbox keys are also not available. If you need to have something shipped to you during your stay, please send it to our office and pick it up.

*Fees will be incurred If you have mail sent to the unit’s mailbox and our staff is required to retrieve it.

22.    Can we use the telephone in the room?

The telephone set up in the room can be used to make free outgoing calls within Hawai’i and the U.S. mainland. The phone can accept both domestic and international incoming calls.

Please purchase and use a calling card to make international calls using the phone. If any charges are incurred for international calls made from the phone, guests will be charged for the call and a service fee. Calling cards can be purchased at stores, including ABC stores. 

*There are some units that do not have a phone set up in the unit.

23.    Is a safe box provided in the unit?

Most of the units do not have a safe box. Please protect your valuables during your stay. Aska Gateway Estates is not liable for any lost, stolen, or damaged personal property.

24.    Is there a housekeeping service during our stay?

There is no free cleaning service during your stay. A vacuum cleaner and some tools are provided in each unit. Please contact us if you would like a quote and/or would like to schedule a cleaning service.

25.    Is smoking permitted in the room or “lanai” (balcony)?

Smoking (vapes and e-cigarettes included) is not allowed in rooms and on the lanai and is only allowed in designated areas of the building. An extra cleaning fee will be charged to the guest, for special cleaning services required to remove odors from smoking in the unit or on the balcony.

Misc.

26.    Where should we call if there is a problem with the room during our stay?

If there are any issues or problems related to the unit during your stay, please call or
email Aska Gateway Estates as soon as possible.  

*Refunds will not be issued for any problems reported after guests have already checked out of the unit.

Phone: 808-922-2992
Email: vr@askagateway.com 

Office hours:              
9:00 am - 5:00 pm (HST)
Monday through Friday
*Closed on Federal and State Holidays.


27.       If we break or damage something in the room during our stay, what should we do?

Please report to us immediately, by phone or email.

Phone: 808-922-2992
Email: vr@askagateway.com 

Office hours:              
9:00 am - 5:00 pm (HST)
Monday through Friday
*Closed on Federal and State Holidays.

Please be advised that if there are any damages found, or items missing from the unit after the guest has checked out, the guest may be responsible for payment for necessary repairs or replacement. Additionally, please be advised that if there is cleaning necessary for the unit, in addition to the standard cleaning required for each unit after guests have checked out, we may contact you and charges may be incurred.

28.       How long does it take from Daniel K. Inouye International Airport (HNL) to Waikiki?

It is approximately 8 miles from the Daniel K. Inouye International Airport to Waikiki. Travel time may differ depending on traffic conditions. If roads are not congested, it should take about 20-30 minutes by taxi or 40-60 minutes by shuttle bus.


________________________________________________________________

Questions?
Need more information?
Please do not hesitate to contact us by email or phone!
MAHALO (Thank you)!

Aska Gateway Estates
Phone: 808-922-2992
Email: vr@askagateway.com 

Office hours:              
9:00 am - 5:00 pm (HST)
Monday through Friday
*Closed on Federal and State Holidays.