Welcome to Maui On Island AgentMahalo for choosing Maui On Island Agent! Our goal is to help make owning your vacation property as stress and worry-free as possible. Below you will find some helpful information about getting started with our service. If you have any questions, please feel free to reach out to us. We are always happy to help in any way we can!
Call or Text Us For any urgent issues or emergencies, please call or text (808) 281-2705. Dedicated Owner Support Email Email: [email protected] The best way to contact us for all NON-URGENT ISSUES and QUESTIONS is to send an email using the following format: Email Subject Line: Wailea Elua #101 Broken Boogie Board Please make sure to include your unit and the exact issue(s) or question in the subject line of the email. If there are multiple issues, please try to include them all in one email so we can try and take care of everything at once. GETTING STARTED CHECKLIST 1. Please fill out our Property Information Form by clicking here. 2. Notify your AOAO / Site Manager / Front Desk that your unit is Owner Managed and that we are your ON ISLAND CONTACT. Please DO NOT list us as your property manager or they will contact us for booking-related issues. Please provide them with the contact information below: Maui On Island Agent Phone: (808) 281- 2705 Email: [email protected] 3. Add our Guest Support Phone Number to:
If you are only using us for EMERGENCY CONTACT SERVICE ONLY, please add the following instructions: If you have an emergency or urgent issue during your stay and you cannot reach us or are in need of immediate assistance, please call our On Island Emergency Contact at (808) 281-2705. If you are using our PRIMARY CONTACT AND SUPPORT SERVICE, please add the following instructions: If you need assistance with anything during your stay, please call or text our On Island Contact, Carl, at (808) 281-2705 between 8:00 am and 8:00 pm (unless it is an emergency or urgent issue). Please make sure to include your name, where you are staying (Wailea Elua #101), and what you need help with. He may be assisting another guest, but he will respond to all non-emergencies within an hour if not much sooner. Note to Owners: Please refer to us as your “On Island Contact” and not as your property manager to your guests. They are much nicer and more understanding when they think of your unit as owner-managed. 4. Help your guests plan for their vacation with our Maui Travel Guide. This helps eliminate many of the questions your guests may have about where to go and what to do. Please add the following to your Welcome Message and House Manual. Check out IslandSpreeMaui.com for helpful advice on planning your vacation including important things to know before visiting Maui, local tips on activities, tours, luas, best beaches, snorkeling, restaurants, and more! 5. Please copy [email protected] when you send your front desk (if required) and/or cleaners your guest schedule. Please make sure to include your guests' phone numbers just in case we need to contact them in an emergency. FREQUENTLY ASKED QUESTIONS What happens if a guest has an issue? If you are using our Primary Contact Service, they will call us and we will try to assist them without bothering you. If the guest is requesting an item that needs to be purchased, we will contact you for purchase approval. If we do not have the item in stock, we will try and purchase it locally in Kihei. There is no additional fee for local pick-up. Reimbursement for the item will be billed on your next invoice. Please Note: We do not pick up large items or travel outside of Kihei but we work with vendors that do. You can also have small items delivered to us to place in your property. What happens if my property has an issue or needs a repair? If you are using our Property Support Service and there is a problem with your property that requires service (pest control, appliance, plumbing, electrical, AC, etc.), we will first contact you for approval and then schedule and coordinate the service. What happens if there is an emergency? If there is an emergency that requires immediate attention (plumbing leaking into the unit below, electrical fire hazard, etc.) we will send a repairman out immediately and notify you as soon as possible. What happens if a guest notifies me about an issue? If you are using our Guest and/or Property Support Service and a guest notifies you about a non-urgent issue, we ask that you email us. If a guest notifies you about an issue that needs to be taken care of soon, please text or call our support line. Do you provide installation, repairs, or maintenance services? Due to liability issues, we DO NOT provide any installation, repairs, or maintenance services other than minor items like replacing light bulbs or batteries and clearing clogged drains (if possible). If you are using our Property Support Service, we can schedule and coordinate the appropriate service for you. Please Note: We do not install Wi-Fi, modems, etc. Do you prorate my billing if I am staying in my property or don’t have any bookings? No. Unlike full-service property managers who take a percentage of your monthly income (usually 30%), we charge a flat rate regardless of how much you make. Whether you are fully booked in high season or staying in your property yourself, our fee remains the same. Thank you for choosing Maui On Island Agent! Maui On Island Agent is here to provide you with the peace of mind of knowing we will be there when you can't. |