Pool & wet surfaces
No lifeguard is present. Children need continuous adult supervision. Walk—never run—on wet tile, and keep glass away from the deck.
Help & safety
Pause. Get safe. Then solve.
Urgent action comes before troubleshooting. Use the private property address from your arrival message when speaking with responders.
Immediate danger
Call 911 for fire, medical emergencies, crime in progress, or immediate danger.
Move to a safe location. Give the property address from your private arrival message. Do not delay emergency help to contact guest services or attempt a repair.
Know the main risks
Island awareness
Most problems are prevented by slowing down, checking conditions, and choosing the conservative option.
Ocean conditions
Currents, surf, and shore break change quickly. Follow lifeguards and posted warnings. When in doubt, stay out.
Sun & heat
Carry water, use shade, and take breaks before you feel overheated. Never leave children or animals in a vehicle.
Lava terrain
Lava rock is sharp, unstable, and hotter than it looks. Stay on marked routes and wear closed shoes.
Wildlife
Give animals space. Never touch, feed, crowd, chase, or block their path on land or in the water.
Night movement
Exterior light is low. Use a flashlight, watch thresholds, and avoid unfamiliar shoreline or lava trails after dark.
Safety equipment
Where to look
Do not put yourself at risk searching for equipment. Leave immediately when fire, smoke, gas odor, or electrical danger makes that the safer choice.
Fire extinguisherKitchen pantry beside exit
First-aid kitLaundry hall upper cabinet
Smoke / CO alarmsBedrooms and hall
Pool latchLanai pool door
Main shutoffsGuest services only
Private addressArrival message
Property problems
Choose the right support path
- 1Active leak, sparks, smoke, or immediate risk
Move people away, leave the house if needed, and call 911 when danger is immediate. Then message guest services.
- 2Power, water, lock, refrigerator, or air-conditioning failure
Message guest services immediately through the reservation thread. Include what happened and a photo only if safe.
- 3Routine maintenance or missing item
Send a short description between 8:00 AM and 8:00 PM HST. Do not disassemble equipment or call an outside vendor.