support and contact

In most areas, you can book a Heavenly Vacations managed home if you are 21 or older. However, some homes are in communities with higher age requirements. Refer to the home’s description and agreement for accurate information.

As much as we love our furry friends, Hawaii's pet policies make traveling with animals a bit more complicated than a quick packing list. Hawaii is the only rabies-free state in the country, so bringing pets in involves vaccines, paperwork, and a strict 120-day animal quarantine period.

Because of this, properties managed by Heavenly Vacations DO NOT ALLOW PETS/ANIMALS at any of our homes, which also helps us keep every property guest-ready between stays.

Typically, no. For Heavenly Vacatons managed homes, we don’t start counting kids toward the occupancy until they’re over the age of two(2). (There are exceptions in certain communities, but it will be made clear in the home’s description and agreement when that’s the case.)

Guest safety is paramount to every reservation. We encourage everyone to review all reservation materials, including your vacation rental's welcome documents, to learn about individualized advice for a specific home.

Many reservations are eligible for payment in installments. If partial payment is available for your reservation, you will be offered that option when you check out.

Daily housekeeping isn't part of our standard service, so your home stays exactly as private and personal as you left it each day. We give every property a thorough clean before you arrive and after you depart, so you start and end your stay in a spotless space. If anything about the cleaning isn't quite right, just let us know and we'll make it right.

For safety and liability reasons, we're not able to store luggage before check-in or after checkout. If you have any issues or security concerns, just reach out and we'll help however we can.

To keep every home safe and up to code with fire and safety regulations, we're not able to add rollaway beds, futons, or other portable beds. The sleeping arrangements listed in each property's description are the only ones available for that home. If you have questions about a property's setup before you book, just reach out and we'll help you find the right fit.

Heavenly Vacations is happy to provide a pack n play for your little one for $50 per stay, just request it at least 48 hours before you arrive. One quick note, we don't provide a sheet for the pack n play, so please pack your own.

For liability reasons, we're not able to accept mail or packages on behalf of guests at our properties. If you have any questions about this, just reach out and we're happy to help.

Every one of our vacation rentals comes fully equipped with the everyday essentials you'd expect from a well-stocked home, from kitchen tools and cookware to coffee makers, linens, and more. Each property page lists the exact amenities included for that home, so you can see what's waiting for you before you arrive. If anything on the list happens to be missing when you get there, just reach out to our reservations team and we'll make sure you're taken care of.

We know plans change, and we're happy to help. Just reach out to our reservations team at reservations@heavenlyvacations.com or call (808) 855-1000, and we'll get your guest list updated. Keep in mind your total guest count needs to stay within the property's registered occupancy limit, since properties are set up for a specific number of guests.

We'd love to make that happen if we can. Just reach out to our reservations team at reservations@heavenlyvacations.com, and since it depends on the turnover schedule, we'll know for sure about 24 hours before your check-in or check-out date.

We know getting lost on the way to paradise isn't the vibe you were hoping for. Start by double checking the driving directions in your check-in email, then try pulling up the address in Google Maps, Apple Maps, or Waze. If you're still stuck, give us a call at (808) 855-1000 and we'll help you get there.

We want your stay to run smoothly, so let's get this fixed. Check the welcome documents in your home for specific instructions on your amenities. If you're still stuck, reach out to our reservations team and we'll help however we can. For internet issues specifically, try unplugging the router, waiting two minutes, then plugging it back in. Give it another two to five minutes before reconnecting.

Don't worry, it happens. If we find your item, we're happy to mail it back to you, you'll just cover the shipping cost. Call us at (808) 855-1000 to report a lost item. If it isn't reported or claimed, we'll donate it to a local charity.