HEALTH AND SAFETY PROMISE

FREQUENTLY ASKED QUESTIONS


COVID-19 FAQS

With open hearts and we are welcoming guests back to the garden isle beginning September 1, 2020.

Q: Are there any restrictions or documents needed to visit Hawaii?

A: Hawaii travel authority is requiring additional medical documentation to visit the island. For up-to-date island visit https://www.gohawaii.com/.

Q: What are Ko’a Kea Hotel & Spa procedures and policies related to Coronavirus (COVID-19)?

A: We are closely monitoring the situation and complying with the recommendations set forth by the Centers for Disease Control and Prevention and local health officials. Additionally, we have enhanced our already stringent cleanliness and hygiene standards and policies.

Your getaway will look a little different, but one thing that will always remain is the joy of being away and taking that time to reconnect. To welcome a worry-free stay, we want to share our Hospitality & Health Promise. As guidelines shift, we will continue to evolve our operations in accordance to government standards.

Q: Is your property open?

A: No. We look forward to welcoming you back to the garden isle beginning September 1, 2020. Please click here to search for availability. For inquiries, please email reservations@koakea.com or call 877-276-0768.

Q: Are all the outlets open at your property?

A: We will be resuming our dining and spa operations as follows:

  • Red Salt will re-open on October 1, 2020 and will be open from 5:30P-9:30P daily.
  • Café at Ko'a Kea will be open on September 1, 2020 and from 7A-8PM daily
  • Pool Bar will be open on September 1, 2020 from 12P-5P daily.
  • Spa at Ko'a Kea will open on September 1, 2020 by appointment only.

Q: If I decide to cancel my trip, what is your cancellation policy?

A: We strive to provide you with the best stay possible and understand that for many, flexibility is important. At this time, we are adjusting our cancellation policies to accommodate our loyal guests.

  • All current and new reservations booked by September 1, 2020 and made directly with the hotel for stays through December 20, 2020, can be canceled without penalty up to 24 hours in advance.
  • For reservations made via online travel agents or other third-party travel professionals, please contact your booking provider for information on their policies.

For further questions or reservation assistance please contact Ko’a Kea Reservations Reservations@koakea.com.

Q: What precautions does Ko’a Kea Hotel & Spa take?

Our cleaning team has been briefed and trained on proper cleaning procedures to ensure the prevention of the COVID-19 virus. We clean our public facilities more frequently than recommended by CDC guidelines. Our cleanliness and hygiene standards and policies include:

  • Enhancing and increasing the frequency of sanitation of commonly touched objects such as handrails, door handles, TV remotes, elevator buttons, phones, etc.
  • Comprehensive cleaning and sanitization of guest rooms between stays.
  • Training staff to recognize signs of COVID-19.
  • Additional signage throughout the hotels reminding guests and employees of healthy practices.
  • Educating our team members on steps they should be taking to keep themselves safe and healthy, including the expectation to stay home if they don't feel well for any reason.

Q: I have an event or meeting booked at Ko’a Kea what do I do now?

Please contact your sales manager or email us at Reservations@koakea.com.

GENERAL FAQs

Q: What is check-in/out time?

A: Check in begins at 4pm. Check out is at 11am.

Q: Is Ko’a Kea a non-smoking hotel?

A: Yes. In compliance with the Hawaii Non-Smoking Statute, the Ko’a Kea Hotel & Resort has been designated non-smoking.

Q: What is included with the resort fee?

A: The $40 plus tax daily resort fee includes lei greeting awaiting in your Poipu Beach hotel guest room, one in-room bottle of private label wine (must be 21 or older), high-speed wireless internet access, social distanced yoga classes five times per week, daily hosted evening manager cocktail reception, keepsake Ko’a Kea flip flops, and access to over 3,000 same-day newspapers and magazines worldwide on your personal devices via PressReader.

Q: What are the dining options on property?

A: Our restaurant Red Salt is open for breakfast and dinner. Lunch is served outside at our Pool Bar. Also, In-Room Dining is available 24 hours.

Q: Can non-hotel guests purchase a day pass for the pool?

A: Yes, a day pass is available for $25 only if the guest has a scheduled spa treatment that day. Additional passes may not be purchased for anyone that does not have a scheduled spa treatment at our Kauai, Hawaii oceanfront resort.

Q: Are outside food & beverages allowed at the pool?

A: No, we do not allow outside food & beverages at the pool.

Q: How do I arrange an early check-in or late checkout for my stay?

A: Early check-ins and late checkouts are based on availability. Please contact our Front Desk team to check availability.

Q: What are the parking options for hotel guests?

A: Valet parking is available at $25/night plus tax per vehicle for overnight guests and complimentary parking for Red Salt diners for up to three hours. We do not have a self-parking option.

Reservations

Q: What is the cancellation policy?

A: Standard reservations must be cancelled/modified 14 days prior to arrival at 12 PM HST to avoid forfeiture of deposit. Additional restrictions may apply depending on the rate and room type selected. Some rates and dates may have varying policies, see your confirmation letter for additional details.

Q: What is the minimum age requirement to check-in to a room?

A: There is no minimum age requirement to check-in. A valid form of identification and credit card are required. The wine included in the resort fee will be removed from the room if the registered guest(s) are under the age of 21.

Q: Will I be charged when making a reservation?

A: All reservations must be guaranteed with a credit card at time of booking. Two nights of room and tax are charged at time of booking as a refundable deposit. Rates may require full advance deposit, see your confirmation letter for additional details.

Q: What is required upon check-in?

A: A state issued photo identification or passport and a valid credit card to authorize for your full amount of stay, plus incidentals for an additional $100 per night.

Q: May I use a debit card at check in?

A: Yes, we do accept debit cards. However, the funds will be immediately withdrawn from your account. Any refunds upon check out can take up to 7-10 business days.

Q: What if I need to depart early throughout my stay?

A: A minimum charge of $75 per room will apply for departures earlier than originally confirmed. Please contact the hotel for further details.

Q: Is there a way I can pay for another guest’s stay if I will not be at the hotel?

A: Yes. please contact the hotel directly at (808) 742-4200.

Rooms

Q: Do you have ADA rooms?

A: Yes. We have ADA accessible rooms available. Please contact us at (808) 742-4200 if you require an accessible room for your stay.

Q: Do you have connecting rooms?

A: Yes. We do have connecting room options. Requests for connecting room cannot be guaranteed and are based on availability and room types.

Q: How many guests can I have in the room?

A: Maximum occupancy varies by room and bed type. A standard sized king bedded room can accommodate up to 2 adults. A standard sized room with two double beds can accommodate up to 2 adults and 1 child.

Q: Do you have rollaway beds?

A: Unfortunately, our rooms do not accommodate rollaway beds and we do not have any available on property.

Q: Do your hotel rooms have bathtubs?

A: Only certain room categories offer a bathtub. Majority of our guest rooms only offer a stand-alone (walk-in) rain shower. Please contact us at (808) 742-4200 if you require a bathtub for your stay.

Q: Are cribs available?

A: Yes, we do have cribs upon request and based on availability at no additional cost.

Q: Is there hypoallergenic bedding available?

A: The bedding in the rooms are hypoallergenic. We do have feathered pillows upon request.

Q: What kind of coffee maker is in the room?

A: We have Nespresso espresso machines in every guest room. Nespresso pods are replenished daily.

Transportation & Directions

Q: Is the hotel located on the beach?

A: We are an oceanfront property with direct access to Poipu Beach.

Q: What are the cross streets?

A: We are located off Poipu Road. Please see driving directions on our website under the DISCOVER tab.

Q: Is there a shuttle service to and from the airport?

A: We do not have a shuttle available. Please contact our Concierge at (808) 742-4200 for transportation options.

Q: What are the parking options for hotel guests?

A: Valet parking is available at $25/night plus tax per vehicle for overnight guests and complimentary parking for Red Salt diners for up to three hours. We do not have a self-parking option.

Billing

Q: Who do I call if I have questions about my bill?

A: Please call the hotel directly at (808) 742-4200.

Q: What forms of payment are accepted to pay for my stay?

A: All major credit cards are accepted to pay for you room and to guarantee your stay. Cash is accepted upon check-out only.

Pets

Q: Is the hotel pet-friendly?

A: We do allow dogs under 25 pounds, a maximum of 2 dogs per room. Please email the concierge and advise them if you are bringing a pet. Room type restrictions apply. concierge@koakea.com

Q: Is there a pet fee?

A: A one-time pet fee of $300 ($400 for 2 dogs) will be charged upon check-in. Additional fees may apply for any room damage and/or flea infestation. *Pet Fee waived for Service Animals, but still subject to any room damage and/or flea infestation fees*

Q: Does the hotel provide dog walking or pet sitting services?

A: The hotel does not, but please call our concierge at (808) 742-4200 for other options