FREQUENTLY ASKED QUESTIONS

Aloha!

As of December 2, 2020, Kauai Mayor Derek Kawakami issued Emergency Rule 23 temporarily pausing Kauai’s participation in Hawaii’s COVID-19 Safe Travels pre-testing program. Kauai now requires all visitors to quarantine for 14-days upon arrival. Thankfully, Ko`a Kea Hotel and Resort received permission from the Kauai Emergency Management Agency to implement an Enhanced Movement Quarantine Plan (EMQ Plan) whereby guests can avoid in-room quarantine so long as they remain within the hotel’s boundaries. This allows you to enjoy the resort’s sunny oceanfront lawn, lava-inspired pool and whirlpool, tiki hut pool bar and other dining options.

As an additional safety measure, guests are required to provide proof of a negative COVID-19 test obtained within 72 hours of arrival in order to participate in the EMQ Plan. Guests who cannot provide proof of a negative COVID-19 test will be required to quarantine in their room.

All guests wishing to participate in the EMQ Plan must agree to comply with all hotel protocols and EMQ Plan requirements, consent to electronic monitoring, and execute the attached EMQ Plan Agreement and Waiver.

For questions regarding our policies or the restrictions please call 808-742-4200.

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Q: Where can I find more information about Kauai’s travel restrictions?

A: Information regarding Kauai’s travel restrictions can be found online at https://www.kauai.gov/COVID-19

Q: What documentation is required to participate in the EMQ Plan?

A: Guests must provide proof of a negative COVID-19 test obtained within 72 hours of departure for Kauai and sign the EMQ Plan Agreement and Waiver

Q: What are Ko`a Kea Hotel & Resort’s procedures and policies related to COVID-19?

A: The health and safety of our guests, team members, and local community is our top priority. Here at Koa Kea we are regularly updating our COVID-19 safety protocols in compliance with local, state, and CDC recommendations and requirements. We have greatly 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.

HEALTH PROMISE

Q: Is your property open?

A: Yes. We look forward to welcoming you to the garden isle. 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: Our dining and spa operations are as follows:

  • Red Salt is open with limited hours
  • Café at Ko'a Kea is open
  • Tiki Pool Bar is open
  • Spa at Ko'a Kea is open 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. Currently, we are adjusting our cancellation policies to accommodate our loyal guests.

All current and new reservations booked by April 1, 2021 and made directly with the hotel, 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: 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 (12-hour advanced sign-up required), daily hosted evening manager cocktail reception (One May Tai coupon will be presented at check-in per guests, which can be redeemed at sunset any day of the week from a bartender) , keepsake Ko’a Kea flip flops, and access to over 3,000 same-day newspapers and magazines worldwide on your personal devices via PressReader.

Yoga:
- Tuesday, Thursday, Friday and Sunday - 6:45am
- Saturday - 6:30am

Q: What are the dining options on property?

A: Please note that since Red Salt is not opening until October 1st, lunch take out will be available at the Café at Ko'a Kea. In-room dining service is available with limited items and pre-ordering is highly recommended.

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: Self-parking is available only. Parking fees are waived while overnight self-parking is in place.

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 on request.

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. We recommend Robert's Hawaii Airport Transfers. For other options, 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