Policies

Note: The below policies are those currently in force. They supersede any policies which may appear in previously printed and distributed flyers or other marketing material. Your signature at check in is your acknowledgement that you and all members of your group are aware of and will abide by these policies.

General

Kapilana is a quiet, family place and we look forward to your cooperation in behaving appropriately. As a residential community we insist that you show consideration to condo owners and other guests who come to Kapilana to enjoy the peace and quiet for which we’re known, particularly at our pool. We reserve the right to refuse check-in if we feel your behavior might impact the enjoyment of other guests and residents (some of whom need to be up early for work). We insist on quiet after 10 PM and for those enjoying a lazy vacation, before 9 AM. Behavior which, in the opinion of Kapilana Resort Management is not in keeping with the Kapilana character will be grounds for eviction without refund for unused portions of the reservation. This applies at any time of day. If your intention is to stay up late, drinking and being loud, we respectfully suggest you find a facility more suited to that kind of behavior. Kapilana does not accept reservations for groups with more than 25 total guests, including children and infants. We require that the party making the reservation be over 25 years of age which may be confirmed at check in. We do not accept reservations from  all male or all female groups, frat parties, sororities, bachelor parties etc.

Kapilana is a no smoking accommodation.  If smoking outside, please make sure cigarette butts are disposed of appropriately and not discarded around the property. Any such trash found outside your unit will incur an excessive cleaning charge.

We cannot allow pets in any of our accommodations.

Reservation Policies

The following deposits are required to secure your reservation:

  • 1 night reservation – payment upon reservation
  • 2-3 nights reservation – 1 night deposit
  • 4-5 nights reservation – 2 nights deposit
  • 6-9 nights reservation – 3 nights deposit
  • 10+ nights reservation – 5 nights deposit

A minimum four night stay is usually required during July and three nights on Holiday weekends. A minimum 2-night stay is required during other periods. Many guests prefer a 7 night stay during peak periods so the minimum stay requirement may increase based on available inventory. Regardless, we often have short gaps between reservations so please check for visits of shorter duration.

Reservations will be held for 7 days pending receipt of deposit in the form of personal check, travelers check, money order or cash. If a deposit is not received within 7 days, the unit will be released back to inventory and will not be held for you. We accept credit cards, checks, traveler’s check, money order or cash for deposit unless scheduled arrival is within 30 days, in which case a credit card is the only means of securing the reservation. We will send you confirmation of the reservation and a receipt for your deposit. You must carefully review your confirmation and report any discrepancies in the reservation to us immediately. Reservations for arrival within 7 days require payment in full at the time of booking. Reservations cancelled within 7 days of scheduled arrival forfeit payment unless the room is rebooked for the vacated time period.

Balance is due on check-in and is payable via cash, travelers check, money order or credit card only. A credit card will be required at check in to cover any incidental charges. Alternatively,  cash, travelers check or money order for $250 may be used as a refundable security/damage deposit. No personal checks will be accepted at check-in.

Multiple Unit Reservations

Final payment on reservations for 3 or more rooms is due 30 days prior to earliest check in date and is non refundable under any circumstances.

Occupancy Limits

All of our rooms have total occupancy limits primarily for safety reasons but also for comfort. The maximum allowed is on each room web page and includes all adults, children and infants – they have to evacuate in an emergency too. Children over 1 year old are charged at the additional guest rate for occupancy up to the maximum. There is no charge for infants (under 1 year old) but for safety reasons, they do count towards the maximum. Please make sure you tell us the total number of guests so that we can provide the most appropriate room for your comfort and safety.

Travel insurance

We receive cancellation requests for a variety of unforeseen circumstances but as a business with limited inventory we cannot afford to lose committed reservations. We therefore recommend that you make sure your plans are firm and also advise you to purchase travel insurance. It’s surprisingly affordable; there are a number of websites where you can get a quick quote.

Check-In

Normal check-in is between 3 PM and 8 PM. Our cleaning, admin and maintenance schedules do not allow for early check in and stopping to discuss whether rooms are ready with early arrivals only serves to delay our preparations. Please plan your journey to arrive after 3 PM. Guests arriving after 8 PM can pay for their stay in advance and arrange for access to their accommodation.

Check-Out

Check-out is at 10 AM and our cleaning and maintenance schedules do not allow for any later check out time. Delaying your departure delays our preparation for check ins. Guests must depart the property on check-out to avoid overcrowding of our facilities.

Vehicle and Trailer Parking

Our parking space is limited. Please restrict your party to two vehicles, or a single vehicle and a boat trailer. If you need to exceed this limitation, your boat trailer or additional vehicles must remain off site e.g. at the State Park (many guests prefer to do this anyway) or in a public parking area in Osage Beach. This may also apply if you have an extra-long boat trailer or vehicle that cannot be accommodated in a regular parking space on-site. Please bring any locks, cables, etc that you require to secure your trailer. Boats left on trailers at Kapilana will incur the same charge as renting a slip.

Damage and Incidental Charges

A valid credit card must be presented at check-in (irrespective of the method of payment for the room) to cover any damages or charges incurred during your stay. Assessment of damage outside normal wear and tear is solely at the discretion of Kapilana Management so please notify us of any issues with your accommodation as soon as possible. The “Kapilana Guest Information” form signed at check in will acknowledge your liability in the event of loss or damage. There are a number of policies which we need to enforce to allow us to make our accommodations ready for the next guests in the limited time between check-out and check-in. Therefore we may impose a charge for additional time spent to remove trash, wash dishes, clean carpets etc. Additionally, smoking in any accommodations will result in a $250 recovery cost which will be charged to the credit card on file.

Visitors

All visitors must be registered with the Kapilana Resort office and must depart the property by 10 PM.

Pets

We love our pets as much as you love yours but unfortunately we cannot risk letting them into the vacation rentals. There are a couple of wonderful places locally where your dogs will be spoiled more than if they stay with you. Call us for details. As the Suites are privately owned, we cannot guarantee that some of the condos have not had an owner’s pet in them. Check with us if there are allergy concerns.

Cancellations and Changes

A reservation is a commitment on our part not to sell the room to anyone else and on your part to buy that number of nights. Unlike large hotels, we have a small number of rooms and do not oversell or double book to cover cancellations and no shows. We strongly suggest travel insurance to protect your financial commitment as refunds will not be given for any cancellation circumstances within the periods detailed below.

In the event of cancellation with 30 days’notice (14 days off season) prior to scheduled arrival date, deposits will be refunded in full minus a $25 per room processing fee. You may also change your arrival and/or departure dates with at least 30 days notice (14 days off season) without charge. IF YOU CANCEL YOUR RESERVATION WITHIN 30 DAYS OF SCHEDULED ARRIVAL, YOU FORFEIT YOUR DEPOSIT IN ITS ENTIRETY. IF WE ARE SUBSEQUENTLY ABLE TO RE-RENT THE ROOM YOU HAVE VACATED FOR THE FULL NUMBER OF NIGHTS YOU HAD RESERVED, WE WILL ALLOW YOU TO APPLY YOUR DEPOSIT TO A FUTURE RESERVATION IN THE SAME CALENDAR YEAR. IF YOU SHORTEN YOUR RESERVATION WITHIN 30 DAYS OF ARRIVAL, YOU ARE LIABLE FOR THE ORIGINAL AMOUNT TO THE EXTENT WE CANNOT RE-RENT THE NIGHTS YOU HAVE VACATED. IF YOU CHECK IN AND SUBSEQUENTLY SHORTEN YOUR STAY FOR ANY REASON WHATSOEVER, YOU WILL STILL BE CHARGED FOR THE ENTIRE AMOUNT OF THE STAY. IF YOU CANCEL WITHIN 7 DAYS OF SCHEDULED ARRIVAL, OR FAIL TO SHOW UP, YOU WILL BE CHARGED FOR THE ENTIRE AMOUNT DUE FOR YOUR RESERVED STAY.

We can provide travel insurance to cover any losses in the event you have to cancel or otherwise change your plans for any reason.