Frequently Asked Questions About Campervans & Hawai'i

COVID-19

• Are you still renting your campervans during the COVID-19 pandemic?

  Yes, we are!  We started accepting reservations for guests who are living in Hawaii and are not subject to the mandatory 14 day quarantine.  Hawaii is scheduled to end the mandatory 14 day quarantine for visitors on October 15th, and we will be able to welcome out-of-state guests back to the islands.  In order to forego the quarantine, all travelers coming into Hawaii must be tested for COVID-19 within 72 hours of travel and the results must be negative.  

  Although our business is all conducted outside where the spread of COVID-19 is least likely to happen, we are requiring our customers to wear a mask and practice safe distancing during the campervan checkout and checkin.  We can supply disposable gloves if desired.  All Campervan Hawaii staff will wear a mask and sanitize their hands when interacting with customers and will wear single use gloves throughout the walk-through.   

• Are we subject quarantine when we arrive in Hawaii?

  If you travel to Hawaii before October 15th, 2020, you will be subject to a mandatory 14 day quarantine in a house or a hotel (VRBO's are not currently permitted). 

  Starting October 15th, travelers may forego the 14 day quarantine by getting a negative COVID-19 test result from a state-approved facility no more than 72 hours prior to the final leg of your departure and show proof of a negative test result upon arrival in Hawai'i.

  **Subject to change, due to the ongoing and evolving state of the COVID-19 pandemic.

• What precautions are you taking to ensure my health and safety?

  Our customer's health and safety is part of our culture at Campervan Hawaii. Consistently safe and memorable outdoor vacations is what sets us apart from other rental companies.  During these uncertain times, we want to assure you that we are working harder than ever to ensure your campervan vacation is just that – safe.

  Every campervan is meticulously cleaned and sanitized after each use. We are following CDC cleaning and disinfection procedures (e.g., using cleaners and water to pre-clean surfaces prior to applying an EPA-registered, hospital-grade disinfectant to all surfaces or objects for proper contact times) that are appropriate for COVID-19 in healthcare settings.  We wash our kitchenware and linens  using water at its hottest setting.  All exterior items are also washed.   

  We have also added additional disposable gloves for you to use not only when dumping the RV, but also when handling fuel station pump hoses, and other public space uses. Each RV will also have a box of disinfecting wipes and a bottle of hand sanitizer.

• How are you disinfecting the campervan?

  One of our company values is cleanliness and how clean you receive your campervan is of great importance to us.  We start by removing all kitchenware and linens (including pillow cases and separate covers). We launder the linens on the hottest setting and wash all of the kitchenware using the sanitizing setting on the dishwasher.  We wipe down all the surfaces, vacuum the floors, and wash and dry the exterior of the campervan, then we wipe down all of the surfaces of the interior with a cleaning solution made up of Dr Bronner's soap and water.  This is followed by sanitizing the interior, as well as any add-ons, with hospital grade disinfectant using our exclusive EMist Disinfectant System.  When the vehicle is delivered to you, our employees wear a mask the whole time they are in the vehicle,  disinfect their hands prior to entering the campervan and use disinfecting wipes to wipe down any items that were touched during the delivery including the steering wheel and door handles.

  Emist Electrostatic Sprayer

  The Emist EPIX360 is the most effective handheld disinfectant sprayer in the world. This electrostatic sprayer provides breakthrough application performance by laying down an even, uniform and wraparound layer of disinfectant on all surfaces of the campervan. The disinfectant is effective against a broad spectrum of bacteria, viruses, mold, and mildew including SARS-COV-2, the cause of COVID-19.  This is the same system and technology hospitals worldwide use to disinfect their rooms as well as Southwest Airlines who also uses the same technology to sanitize their airplanes between each flight. Our investment in this system further reinforces our commitment to you and your health. 

  You will not find a cleaner and safer campervan in Hawaii as we provide a service that is unparalleled in the industry that no other competitor is matching.

• What if I need to cancel the reservation due to COVID-19?

  We understand that some things maybe out of your control. We have updated our rescheduling and cancellation policies to minimize loss of funds which you have paid. We want you to feel comfortable to book with us and we will work hard to ensure your trip can happen.

  *If you need to cancel due to COVID-19 related issues including but not limited to: campground closures, pandemic travel restrictions or other force majeure reasons, you can get a full refund.  (proof is required)*

  We lowered our normal down payment from $500 to $250 and the remainder of the reservation amount will now be charged 7 days prior to departure vs normal 14 days.  The refundable security deposit is held 3 days prior to departure and the cancellation rules are as follows:

  • If your trip is more than 30 days out, normal cancellation terms will apply. Should you wish to cancel for any reason, you will receive your down payment back less a $95 cancellation fee.
  • If your trip is within 30-8 days of your departure and you choose to cancel for personal reasons, normal rules will apply and you will forfeit your $250 down payment or you can reschedule your trip within a year and not forfeit your deposit.  If you need to cancel due to COVID-19 related issues, including but not limited to: campground closures, pandemic travel restrictions or other pandemic related reason, you will receive a full refund. (proof is required).
  • If your trip is due to depart 14 or fewer days and you choose to cancel for personal reasons, there are no refunds but you can reschedule your trip within the next year with no loss of funds.
• How do we get tested for COVID-19 within 3 days of travel to Hawaii?

  The governor of Hawaii is working right now with CVS pharmacies to provide this testing as well as other companies in the near future.  We will update this list with companies that will provide this test specifically for travelers to Hawaii.

• What are the fees?
  1.  Turnover Fee - $149 for VW and Mercedes & $199 for the Hymer - This fee covers detailing the interior and exterior of the vehicle, laundering linens, washing dishes, sanitizing waste tanks (if applicable), airport pick-up and drop-off during business hours 8am-5pm, and topped off propane and fresh water.  This fee is added automatically during checkout.
  2. Per Person Fee - $8 per person per night - This covers vehicle wear and tear as well as outfitting the campervan with enough kitchenware, pillows, sheets, blankets, bath towels, beach towels, camping chairs, etc.  1 renter requires much less equipment and will have minimal wear and tear on the campervan compared to 4 renters so we charge by the person to make it fair for everyone.  This must be added by the renter during checkout on the Add-Ons page.  If the number of people is not selected, then Campervan Hawaii will add the fee to the reservation automatically.
  3. Taxes - 4.7% Hawaii General Excise Tax and 4.2% Hawaii Rental Vehicle Tax - This is the amount that we pay to the state in taxes on each rental.  This fee is added automatically during checkout.
  4. International Transaction Fee - 3% We use Outdoorsy/Wheelbase for our booking software as well as credit card processing.  They charge a 3% fee on all transactions outside of the US.  This fee is added automatically during checkout.
• Where are you located?

  Campervan Hawai'i has operations on Oahu, Maui and Hawaii Islands.  We meet you with the campervans right at the airport when you arrive and when you are done with your trip, we meet you right back at the airport.

  On Oahu, we are at the Daniel K Inouye International Airport (HNL), on Maui, at the Kahului Airport (OGG), and on Hawai'i "The Big Island", at the Hilo Airport (ITO).

   

• This is our first time renting, will someone show us how to use and drive the campervan?

  Yes. We love first time renters and we are excited to help! On your departure day you will get a hands on demonstration of everything your campervan has to offer as well as operational and driving tips.  Each campervan will also have a Renters Guidebook documenting the walk through and step-by-step instructions to help operate the campervan’s systems. 7 days prior to your departure you will also be emailed a copy of the Renters Guidebook. Please look over and familiarize yourself with the operation of the campervan. No need to print out as each campervan will have a copy of the book.

• How does insurance work and do you provide Insurance for the campervan?

  Yes we can provide insurance for every RV rental.  By default we do not include the cost of insurance in your quote but you can choose an insurance package during the reservation check-out.  Renters outside the US and Canada must choose an insurance package during checkout.  This insurance is provided by Outdoorsy and has a deductible equal to your security deposit ($750-$1,500) depending on your campervan.  By declining insurance you must be from the US or Canada and provide your own insurance by an acceptable Insurance Binder from your personal auto insurer and present this binder to us at least 7 days in advance for verification.  If you decline the default insurance, we will send you complete instructions for obtaining a binder from your insurance. Currently we know of the following 6 companies, which will provide an acceptable Binder at very little or no cost to you:  21st Century, AAA, Allstate, Farmers, State Farm or USAA.  If you are with one of these 6 companies then you can safely decline the default insurance.  The following companies cannot provide an acceptable binder and therefore you will need to accept the default insurance cost (Ameriprise, Amica, Fred Loya, Freeway, Hartford, Geico, GMAC, Liberty Mutual, Mercury, Nationwide, Progressive, Traveler or Wawanesa). We are here to help so any questions, just give a call, email or chat feature here on this website.

• What are the seatbelt and infant/child carseat requirements?

  You must have one seatbelt for every passenger (adult, child or infant) in the campervan. The same seatbelt requirements of a passenger car apply to the campervan. You can find the number of seatbelts of each campervan in the Vehicle Description section of each individual campervan page. In most cases the campervan floorplan image will also show seatbelt placement in the campervan. All infants and children must be appropriately placed in a carseat or booster restraint system. If you will be traveling with a carseat passenger we do recommend only renting a campervan with forward facing seatbelts in the rear. 

• Can you deliver and pick up the campervan to/from the airport?

  Yes we can. We will deliver the campervan to you at the airport free of charge.  We can deliver and pick up the campervan to any spot on the island you wish.   Delivery and pick up prices vary by location and mileage from the airport and prices can be found during the check out process. See Pick up and return time questions below for more details.

• Am I renting by the day or by the night?

  Campervan renting is by the night just like your campground or when you book a hotel room. We do offer early pick up and late return time for an extra fee if available. We cannot offer an early pick up if your campervan is out on rent the night before your pick-up as it would take us 2-3hrs to prep, sanitize and inspect for your departure. You will find us very flexible on times as long as it doesn’t interfere with another customer’s vacation.  If you feel you will need the extra time to drive or pack/unpack, it is best to book the appropriate number of nights you will need. 

• What time can we pick up the campervan?

  You can pick up the campervan any time between 8am and 5pm, 7 days a week.  Plan for 60 minutes for your departure walk through at your pick up /delivery time.  If you require an earlier (6am to 8am) or later (5pm to 11pm) time, it maybe available, but not guaranteed as your campervan maybe out on rent the night before your departure day.  There is no pick-up between the hours of 11pm and 5am.  Fee for early (6-8am) or late (5-8pm) check-in/check-out is $30 charge and late night (8-11pm) is $75 . We will confirm all after hours appointments 1 week prior to your departure date and add the appropriate fee to your reservation if applicable.

• What time do I need to return the campervan?

  You can return the campervan any time between 8am and 5pm, 7 days a week.  Plan for 15 minutes for your return walk through at your pick up /delivery time.  If you require an earlier (6am to 8am) or later (5pm to 11pm) time, it maybe available, but not guaranteed as your campervan maybe out on rent the night before your departure day.  There is no pick-up between the hours of 11pm and 5am.  Fee for early or late departure (guaranteed one week out) is $50. We will confirm all departure appointments 1 week prior to your departure date and add the $50 fee to your reservation if applicable. 

• When do I need to pay for the reservation and is there a damage deposit?

  We do require a $500 or 25% down payment (whichever is greater) to confirm a reservation.  You can inquire by phone or view availability online to see if a particular unit is available for your dates but to fully reserve, block out and confirm the RV for your trip we do require the down payment amount. We can put a hold on an RV for your trip for up to 48 hours without payment – please call or email for this option, as this cannot be done online. The balance due on your reservation is charged out 14 days prior to your trip. Any additional last minute incidentals or rentals add-on requests will be charged at the time of request if within 14 days of your departure. Your Refundable Security Damage Deposit will be charged 2 days prior to departure and held on your behalf by the card processor. The refundable security damage deposit is up to $1500 for the campervan but no less than your insurance damage deductible.

• What is the cancellation policy?

  Due to COVID-19, our cancellation policy has been updated to the following:  For any cancellations due to not being able to travel to Hawai'i because of COVID-19, we will refund the entire amount of your reservation up to a week before the reservation.  If canceled within a week of the reservation, we will refund the entire reservation amount less a $95 processing fee.  

  If you cancel for any reason other than travel restrictions due to COVID-19: From the date of reservation and up to 30 days before departure, Campervan Hawaii will refund the down payment amount less a $95 processing fee. If cancelled within 30 days of departure and more than 14 days from departure, 50% of down payment amounts will be refunded. If cancelled within 14 days of departure no refunds will be given, as the reservation will now be paid in full. Please allow up to 7 days to process any refund. Our modest cancellation policy keeps RVs from being blocked out just in case someone needs them and then cancels if they don’t.  This keeps the reservation schedule valid and fair for all our customers.

• How old do I have to be to rent a campervan and are there any license requirements?

  Minimum age to drive is 25. You must possess a valid driver’s license and pass a simple DMV check. International drivers are welcome with a valid passport, driver’s license from your country and an International Driver’s Permit (available online) if your native license is not in English.

• What is the minimum number of nights I can rent?

  We have a 4-night minimum during normal times. Holiday periods (Thanksgiving week, weeks surrounding Christmas & New Years, Presidents Weekend, Memorial day, 4th of July and Labor Day) require a 5-night minimum to pre-reserve. In the peak summer months we will offer shorter (3 night) reservations closer to the time period within the season if there are any openings.  Please call us for short stay pricing options.

• How many miles are included with the rental and what are the cost for extra miles?

  We include unlimited miles with all of our campervan rentals.

• Can I tow or use the hitch?

  Towing is not allowed with any of our campervans.  If the renter plans on using any hitch mounted rack with the campervan, the renter must contact us prior to picking up the campervan to make arrangements and have the hitch lock removed. Renter must bring their hitch-mounted rack with them or rent a hitch mounted rack from us or hitch lock will not be removed.

• What does the Turnover Fee include?

  All campervan rentals come with a mandatory Turnover Fee. This fee gives you the RV exceptionally clean and sanitized and a starter supply set (enough for 5 nights of travel). See supply list question for details in the “Before” section of this FAQ. The fee also covers your propane use up to the supplied amount in the tank. The Propane tank will be at least 50% full for your trip. You do not need to refill the propane tank upon return. It also covers basic cleaning upon return. See the “After” section of this FAQ for more details on your cleaning requirements for return.

• Can I bring my pet?

  One dog under 55lbs is allowed in our campervans. There is a $10 pet fee/day. Only one pet is allowed. If your rental is returned with damage, stains, odors or excessive hair due to pets, additional charges may apply. Basically we ask that the pet be invisible upon return for both sight and smell. Many of our customers have allergic reactions to pets and we need to accommodate them as well as our pet friendly customers. We charge $95 cleaning fees with a one hour minimum per occurrence if needed. A $200 fee will be added if the Pet was not disclosed. Any excess fees will be deducted from security/damage deposit.

• Do the campervans have TV/DVD’s?

  All our Hymer campervans come with TVs and DVD Players. Please see the vehicle description for exact details or contact us for the specifics of the vehicle your are interested in reserving. 

• Where can I read all the "fine print"?

  Your final contract will have a copy of the full Terms and Conditions of your rental. You can also view the Terms at the bottom of our website when you scroll down.. Your confirmation email will also have the complete Terms available for you to download. Please reach out to us if you have any question regarding your rental or details in the contract. We are here to help.

• How are you preparing the campervans in regards to COVID-19

  When we clean our campervans, we adhere to the CDC cleaning guidelines for COVID-19.  We wash all of our linens and kitchenware in the hottest water.  We do a complete interior detail cleaning while wearing a mask and gloves and when finished, we disinfect the interior with a 70% isopropyl alcohol solution.  We then air out the vehicle so there is no lingering disinfectant smell.

• What supplies come with the campervan?

  The listed nightly price is for the campervan rental and does not include bedding, towels, kitchen or camp supplies. There is an additional supply rental fee of $8/person/night which covers the supply rental. For a full list of supplies and equipment please visit the Van's Page of our website.

• Do you offer camping equipment rentals?

  Yes we do. One of our specialties is outfitting trips. We can set your campervan up with everything you will need for your campervan vacation from campervan kitchen and bedding supplies to outdoor camp needs from BBQs, outdoor cookers, lanterns, and tents! You can select an easy grouped package or select individual items to suit your needs. It’s an easy way to travel completely hassle free – just show up with food and clothes and the rest is set. Just return all items, leave them in the campervan and walk away. No need to unpack and unload at home after a long trip home! Kitchen & cooking supplies must be returned clean to avoid additional sanitation fee. During your online reservation process, you will have an opportunity to add the supplies you want.

• Where can I find specific details of my campervan like how much fresh water can it hold?

  The Features/Amenities section of each campervan’s individual detail page will have all the specifics of the RV including tank sizes and other features such as microwave and gas ovens, outdoors showers, etc.

• Are there restrictions on where I can go?

  Yes. You can drive on any paved road but you cannot drive on any unpaved roads. No compensation on any items will be given if traveling to on unpaved roads and items malfunction. You are 100% responsible for conditional and locale issues. See Terms for complete details.

• Can I take the campervan to Haleakala?

  Yes. Driving to Haleakala is highly recommended. It’s a bit crowded up there for the sunrise and you need to make a reservation in advance but the views from the top of Haleakala are breathtaking. Sunsets are just as nice and are less crowded. Just remember to keep the transmission in 3rd gear going up and coming down so you do not stress the campervan’s brakes too much.

• Where can I find Campsites?

  Click here to go to the campsites section of our webpage. Please let us know if you would like help in this area and we will personally send you some website links and ideas. We have lots of experience in Hawaii camping so don’t be shy to ask.

• Do you offer 24/7 Roadside Assistance and what's included and covered?

  Yes we offer 24/7 Roadside Assistance through the Coachnet for $15/night of booking. It’s more than just a 24/7 available tech person but also provides a nationwide service for your tires, campsite reservations and more. Here’s the link, which outlines the benefits in more details.

• What if we have a question while out on the road?

  First look up if there is a solution or how-to in the Renter’s Guidebook provided in each campervan. If you have internet refer back to our instructional videos here on the website or our Help Articles in our Blog & Info section of the website. If you cannot find your answer and still need some help, follow the troubleshooting contact guide given to you at departure. The troubleshooting guide will outline calling/texting procedures so we can be efficient and get your question answered as quickly as possible. Be sure to call or text the number given to you for faster service. If your are trying to resolve an issue or get a questioned answered and it is after hours and your purchased 24/7 Roadside Assistance Plan, please call the Coach-Net Roadside Assistance number given to you at departure as well as emailed.

• What if I don’t purchase the 24/7 Roadside Assistance Plan and yet still need help to change a tire or other roadside situation?

  We are still here to help and provide great service but we do sleep and are mostly available during business hours. If you need roadside assistance, please call/text the number given to you at departure and we would be happy to help out to get you back on the road ASAP. If you did not purchase the 24/7 Roadside Assistance plan, you are 100% responsible for roadside tire issues and the cost associate with the mobile service company to replace/change the tire. Please see Terms and Conditions for full financial responsibility disclosure of the RV while in your care.

• What if I get into an accident or damage the campervan (inside or out)?

  Your safety is our #1 priority. Call 911 if anyone is hurt and pull off to side of the road as soon as possible and only if it is safe to do so. Once you are in a safe place, document the accident or damage by taking pictures and filing out the accident/damage form attached to your insurance binder if you provided insurance or the accident/damage form attached to your insurance card if you purchased insurance through us. Call us immediately to notify us of damages and then please send pictures. If campervan is safe to drive and operate, you can continue on with your trip and we will take care of things when you return. It is your responsibility to determine what is safe and what is not when you are out on the road. Please fully read the Terms & Conditions section on Damages for all details including fees, charges, deductibles and your responsibility.

• Do we have to clean the campervan upon return?

  Yes. We ask that you clean the campervan in the same visual condition in which you received it on the inside. Our simple rule is if you brought any dirt into the campervan, remove it. If you spilled anything, pick it up. You must remove all trash, food, ice and personal belongs. Please use the supplied broom and cleaners to broom sweep all excess dirt and wipe down all sinks, counters and the refrigerator. Excess dust and dirt will require additional cleaning and extra cleaning fees may apply. Cleaning fees start at one hour rate of $95.

• Do you charge for dumping the gray and black tanks when I return?

  Yes. You are required to completely empty both gray and black tanks before retuning to our facility, or you can opt for us to do it for you for a fee. If not prepaid, and tanks are not completely emptied, a $125 dump and sanitation fee will be deducted from security/damage deposit.

• How long will it take to get back my Security Deposit?

  At most 7 days from your return but in most cases about 2-3 business days for us to reconcile any added costs and to fully inspect the vehicle. Your mileage numbers are compiled from the pictures/videos taken at your departure and upon your return which you will have emailed copies. If any extra charges are due you will get a complete a detailed invoice. If you ever have any questions on your billing or any charges, please call us to discuss. We want you to feel informed with a complete understanding of all charges.

• How do I know if I damaged something or was it already that way?

  During your departure walk through, you will notice us taking a detailed video and pictures of the campervan both inside and out. The images include pictures of all existing damages and blemishes to your campervan as well as a picture of the dashboard showing out bound mileage and fuel level. The same will happen when you return the campervan. We use a court legal 3rd party service app to record the campervan s condition. They will email a complete record with all images and videos to you for your personal records. If you are unsure of a scratch or damage, just refer to the outbound video and you will be able to tell if it was there or not upon departure. Our clients find this 3rd party service record a welcome basis of trust and eliminates any ambiguity. We prefer to be as transparent as possible for you comfort and peace of mind.