Frequently Asked Questions About Campervans & Hawai'i

Maui Fire Information

• Are you still renting your campervans after the fires in Maui?

  Yes we are and it's a great time to visit.  Besides the area surrounding Lahaina, the rest of Maui is open for business. With tourism slow right now, it's easy to find reservations for campsites, restaurants, and other activities you might want to do while visiting.  We are devastated by the loss of life and the town of Lahaina and have been donating 10% of all new reservation proceeds to help Maui fire victims.  Maui needs visitors like you now more than ever to come to the island and help support our economy which in turn helps support our community.

• I heard that the Mayor asked for tourists not to come to Maui?

  The initial response from the mayor's office was to discourage any non essential travel to Maui because in the first few days, they wanted to keep hotel rooms open for displaced families who need accommodations.  Luckily tourism in campervans is good for the local economy as we are not taking up any valuable hotel rooms or airbnb's and our customers are actually helping the community by spending money at restaurants, campsites, etc. 

  On 8/12/23 the national, state, and county officials held a press conference and this specific questions was asked.  Their response was that they still want visitors because our economy depends on tourism and only discourages visitors who are disrespecting the rules.  See their response here on this video starting at 1:03.50.  https://youtu.be/zm_xx5peLJQ

• What if I need to cancel the reservation due to the Maui fires?

  We understand that some things may be out of your control and we want you to feel comfortable when you book with us and understand the uncertainty surrounding travel right now.  Because of this we recommend purchasing trip insurance which would cover trip interruptions that may happen due to events like this.  Besides that, we allow cancelations at any time and will follow our cancelation policy.

  If you are traveling from inside the USA, Trip Insurance can be added towards the end of the booking process.  It is the very last option you can pick before your reservation is complete.  As long as  your trip begins  2 weeks out or more,  you will be given 10 days from the date of purchase to review the policy to make sure it covers your concerns.  If you are traveling from abroad, we recommend checking into trip insurance options in your country.

   

   

• Are Campgrounds Open?

  Yes, all of the Maui campgrounds are open.

• What can I do to help?

  First, these are our recommended organizations to donate to:

  Maui Community Foundation-You can make a donation to the Maui Strong Fund by visiting: https://www.hawaiicommunityfoundation.org/maui-strong

  Maui Humane Society: https://www.mauihumanesociety.org/donate-olx/

  Another way to donate both directly and indirectly is to book one of our campervans on Maui with us and we will donate 10% of the Rental Amount to one of the relief organizations listed above and you can support our community as you explore and camp around the island.

General FAQ

• What are the fees?
  1.  Turnover Fee - $199 to $249 - This fee covers detailing the interior and exterior of the vehicle, laundering linens, washing dishes, sanitizing waste tanks (if applicable), and topped off propane and fresh water.  This fee is added automatically during checkout.
  2. Per Person Fee - $9 per person per night  (including children)- 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.
  5. Holiday Pricing - 50% increase on the Nightly Rate and turnovers that fall on Holidays.  (More info in separate FAQ bellow)
• I Saw Your Campervan on Outdoorsy, Are You Affiliated With Them?

  We are an independent Hawaii based company and list our vehicles on their site as but also offer direct booking through our website which allows our guests to avoid the third party fees Outdoorsy charges. 

  Outdoorsy also requires guests to purchase a secondary insurance package through them when booking on their site, but guests with a US or Canadian full coverage auto policy have the option to decline the secondary coverage when booking directly through our site.  Most of our campervans can be insured by your personal insurance and most will cover rental vehicles.   Once you complete your reservation, you can check with your insurance company to make sure the campervan is covered and if you find that you need to add the secondary package, it can be done after booking.

• Where are you located?

  Campervan Hawai'i has operations on Oahu, Maui and The Big Island (Hawaii).  

  On The Big Island (Hawaii), we are located 4 miles from the airport, at 73-4195 Hulikoa Dr, Kailua-Kona, HI 96740, which is about a 7 minute ride-share or taxi ride, which you can easily find right outside baggage claim.

  On Maui we are located 2 miles from the airport, at 230 Hana Hwy #9, Kahului, HI 96732, which is about a 5 minute ride-share or taxi ride, which you can easily find right outside baggage claim.

  On Oahu, we are located 15 miles from the airport, at 46-336 Haiku Rd Kaneohe, HI 96744, which is usually a 20 minute ride away from the airport.

  When you return from your trip, we will meet  you in the same location as pick-up.

• 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 and we will make sure you are comfortable with your camper's operation prior to departure.  We are also available to answer any quesitons you may have along the way and are only a phone call or email away!

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

  Yes we can provide supplemental 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 visiting from 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.  If you decline insurance you must be from the US or Canada and provide written proof from your insurance provider that they will cover our vehicles within 2 weeks of your booking for verification.  If we have not received adequate proof of insurance coverage within 2 weeks after booking, we will automatically add the basic insurance package to your reservation. 

  If you specifically own an RV and have RV insurance, your policy will most likely insure our vehicles.  If you have a personal automobile policy, most insurance companies will not cover a rental vehicle if it is an RV or if the vehicle contains any modifications.  Our Hymer Aktivs are registered as a Class B RV Motorhome and our Mercedes Getaways and VW Westfalias are registered as passenger vans but contain modifications to the original vehicle that might not be covered.  There are some insurance companies that will cover RV’s or modified vehicles and it is up to you to do the legwork to find out if you are covered.  If there is any doubt, go ahead and add the "Basic", "Essential", or "Peace of Mind" insurance package at checkout or if you want to decline coverage and check with your insurer, we can always add it after you book your reservation.

  ******* Please note that the insurance packages purchased through our website are supplemental insurance packages and will cover and gaps in coverage that your personal auto insurance will not cover.  If there is an accident or any damage, you will file with your personal auto insurance first and they will handle the claim and if they will not cover the vehicle or there are gaps in coverage, the supplemental purchased insurance cover the rest.

• Outdoorsy Requires Us To Purchase Insurance But I Want To Cover This Rental With My Own Insurance.

  This is true.  When booking through Outdoorsy, they require that you purchase an insurance policy through them even if you personal auto policy will cover the rental.  If you want to use you own insurance, then book directly on this website and you do not have to pick any insurance option.  If you would like to choose an insurance package after you book, you can do so at any time.  Also, booking on our website will not only save you from paying extra for insurance you might not need, you will not be charged the 10% Outdoorsy fee.

• 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.  We have carseats and boosters for rent if you prefer to not travel with your own.

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

  Due to new airport security regulations we no longer offer airport pick-up on Maui or the Big Island and will meet you at the following addresses:

  Maui: 230 Hana Hwy Suite 9 Kahului, HI 96732 (about 5 minutes from Kahului Airport) 

  Big Island: 73-4195 Hulikoa Drive, Kailua-Kona, HI 96740 (about 8 Minutes from Kona Airport)

  You can catch an Uber or Lyft or taxi right outside of baggage claim and be at either location in less than 10 minutes!

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

  Campervans are rented by the night, the same as a hotel room or campground reservation. 

• What time can we pick up the campervan?

  Campervan pick up times are between 3pm and 5pm. If you would like an earlier time (8am – 3pm) it may be available, but not guaranteed as your campervan may be out on rent the night before your departure day.

  If an early pick-up is available, there is an additional fee of $10/hour (calculated from our standard 3pm pick-up time).  This is based on availability and we usually will not know if we can accommodate  an early pick-up request until close to your trip.  

   

• What time do I need to return the campervan?

  Campervan drop off (check-out) times are between 8am and 11am. If you would like a later time (11am – 5pm) it may be available, but not guaranteed as your campervan may be booked  to go out on another trip the day you are returning. 

  If  your van is available for a late return, there is a $10/hour charge for drop-offs after our standard drop-off time of 11am. 

  Please  plan for 15 minutes for your return walk through when you drop off the campervan.

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

  We 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 require the down payment amount. 

  The remaining balance on your reservation is automatically charged to the card on file 14 days prior to your trip.  Any additional last minute incidentals or rentals add-ons will be charged at the time of request if within 14 days of your departure.

  Your Refundable Security Damage Deposit will be processed 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?

  If you cancel for any reason 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 the down payment 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.

  *We highly recommend purchasing trip insurance which will reimburse you should you not be able to travel due to covered reasons such as illness, severe weather, national disasters, death in the family, severe plane delays and more.*

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

  Due to insurance regulations, the minimum age to rent is 25. You must possess a valid driver’s license and pass a simple DMV check. 

  *International Driver's Licenses are not required in Hawaii.

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

  We have a 3-night minimum during regular times.  The month surrounding Christmas & New Years require a 5-night minimum to reserve.  

  If there is an opening between existing reservations we may be able to accommodate a 2 night rental for an additional fee of 1/2 the nightly rate.  Please email us with your requested date range and we will check availability for you.

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

  75 miles are included for every night booked. For example: a 4 night rental would include 300 miles at no additional costs.  Additional miles are charged at $1 per mile.  To drive completely around the Big Island and hit all the attractions, it is around 300 miles.  On Maui, it's 225 miles and Oahu 175.  Unless you are doing excessive driving, you will not get charged for any extra mileage.

• 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  the hitch lock will not be removed.

• What does the Turnover Fee include?

  All campervan rentals come with a mandatory Turnover Fee which covers a full detailing the exterior and interior of the campervan,  wiping down and disinfecting all equipment and supplies as well as filling the propane and fresh water as well as toping of fluids.  

• 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 any evidence of your 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?

  Our Hymer Aktiv  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. 

• Do the campervans have A/C?

  They all have regular A/C for use while driving and there are a select few with rooftop AC units which can run while the vehicle is off.  There are no RV parks or places to plug into so the A/C's run on batteries alone. 

  Our two Hymer Aktiv campervan A/C units will run at night but they are inefficient and require the engine to automatically start multiple times throughout the night to recharge the batteries .  This can be a nuisance to fellow campers as the AC and engine starting are loud. 

  Our two custom built "Suite Ride" vans have a very efficient DC powered A/C which can run all night long on the batteries but require the campervan to be driven for more than 4 hours the following day to recharge the A/C house batteries.  These campervans have their limitations with using the A/C at night because they require the engine to run in order to recharge the batteries that operate the A/C,  but if you plan on driving a lot the following day, you will be able to utilize the AC the night before.  

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

  Your Rental Agreement contains 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 a link to the 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.

• Do you have Holiday Pricing

  Yes.  Due to the high demand over Christmas and New Years, the nightly rate increases  50% from December 15th to January 5th and the minimum rental is 5 nights instead of 3.  If you schedule your pick-up on Christmas Eve or New Years Eve there is also a 50% increase on the Turnover Fee which will be added to your reservation. 

  *Campervan Hawaii is closed on Thanksgiving Day, Christmas Day and New Years Day.

• Are the pictures on the website representative of how the campervan looks now?

  The pictures shown are of the campervans when they are new.  For the most part, they look just like they are now but since these campervans are rented 90% of the year, they tend to get some bumps and scrapes and the occasional dent.  Navigating on a small island with tiny roads and campsite areas is not for everybody and sometimes ends up in an occasional scrape (which is why we recommend buying insurance).

  We schedule all damage to get repaired but repairs sometimes take months to complete due to supply chain issues and limited body shop labor in the islands.  Because of that, if the vehicles are still mechanically sound and safe to drive, we keep them on the road until they are repaired.  If you would like to see pictures of the vehicle’s current condition, check out the vehicle on our website and the last photos in the gallery are of the current condition.  Because scrapes and cosmetic damage are common, we do not offer any discounts due to any cosmetic damage.

• What Critters Are In Hawaii?

  The most common nuisance bugs we have are mosquitoes, ants, and roaches.  Mosquitoes are not too bad and are more prevalent in wetter areas so if you have a tendency to get bitten, then be sure to bring appropriate bug spray.  Ant and roaches live everywhere so we recommend trying to keep them at bay by keeping your food sealed up.  Ants and roaches will seek out food or water sources and if food or even rubbish food containers are present then they will find a way to them.  That being said, don't be surprised to see any of these three insects along your trip outside and inside the vehicle.  We professionaly bait for roaches and ants to make sure that they do not take up residency in the vehicles but don't be surprised to catch a glimpse of a roach or ant while camping.

  Other than the bugs mentioned above, there are not really any other animals you have to worry about.  We do not have any snakes, bears, coyotes, racoons, etc that are found in other parts of the world so hanging out at campsites is very safe from nuisance animals.

• Is it hot to sleep in a vehicle at night?

  Hawaii's night weather averages around 71° during the summer and 62° which is  quite comfortable for sleeping.  While these are averages, there are some hotter nights during the summer months of June-Sept that could reach the high 70's.  Each of our vans is outfitted with a vent fan which extracts the warm air out of the car and allows cool air to flow in through the screened windows or doors while sleeping at night.  We also include small clip-on fans which keep the breeze flowing over your body while sleeping.  Some of our campervans have A/C but there are limitations where you can use it as they tend to be loud and could offend fellow neighbor campers so we only recommend using A/C on extremely hot nights and when you are camping a good distance from others.

Before Your Trip

• 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 fee of $9/person/night (which is requred for each person, including children and infants) and covers the rental of bedding, beach/bath towels, camp chairs, dining dishes and utensils, cups, etc., as well as wear and tear on the vehicle.

  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 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. 

• 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.

During Your Trip

• 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.

After Your Trip

• 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.