LHV’s COVID-19 Updates & Standards of Excellence

by Munro Murdock (Broker/Owner, Love Hawaii Villas)

Aloha! Like most travel destinations around the world, Hawaii has also been adversely affected as a result of the COVID-19 global health pandemic. Fortunately, Hawaii officials were able to keep the case counts very low and we are certainly grateful that Hawaii is considered one of the safest places in America, in terms of very low case counts and infection rates. Hawaii leaders are now crafting a strategy for the re-opening of outside visitor travel to Hawaii, which is currently under development and review. Inter-island travel for residents of the Hawaiian Islands, is resuming on June 16th, with no quarantine restrictions.

We are dedicated to being a professional and knowledgeable resource on the ground in Hawaii, and are following all the latest news updates so that you don’t have to! We consistently cull, digest, summarize and simplify the local news as it relates to Hawaii Travel, and publish frequent video and blog article updates to our Love Hawaii Villas YouTube Channel and our LHV Blog. Be sure to subscribe so that you can be informed of future updates! You can also connect with us on Instagram and Facebook where these posts and updates are also being shared.

Please take a few moments to review the important Updates we have prepared for you on this page and be sure to check-out all of the linked resources, as well as our YouTube Channel for timely video updates about the latest and greatest in Hawaii’s breaking news, as it pertains to Visitor Travel.

We are all in this together and even though it has been a difficult time for our Team as well as all others in the Hawaii travel industry, we have truly doubled-down on our commitment to our Owners, Guests and valued Team members. We are doing all within our power to work towards building an even better Hawaii travel experience for the future.

We know that you long to be here, to soak up the sunshine, to walk with bare feet along the shoreline, to dig your toes into the soft sugary sand and to simply take in all of the beauty, wonder and healing qualities that this special place called Hawaii has to offer.

When you are ready to return, your Hawaii vacation home will be ready for you to come and comfortably and safely enjoy your next stay in Paradise.


Munro Murdock
Broker, Owner, MBA
Love Hawaii Villas

Excerpt from Travel in the New Normal document, published in May 2020 by the U.S. Travel Association

We Surveyed Hundreds of Our Past Guests From All Over the World.

They Responded…YOU Responded.

We Listened.

We have always been committed to high standards of excellence at Love Hawaii Villas. That’s just who we are; who we have always been. Our underlying commitment has not changed, but we have been working hard to raise the bar even higher. We know and understand that in life and business, we are either growing or we are dying. We are committed to continuous learning and growth.

Our Team at Love Hawaii Villas is committed to delivering on the following 3 key areas:

  • 1. Enhanced Cleaning / Safety Standards

  • 2. Industry-Leading Flexible Cancellation Policies

  • 3. Open Communication for both Travelers and Owners

Here is a break-down with more details for each of these Three Key Areas:

  • 1. Enhanced Cleaning / Safety Standards

    We have adopted expanded and enhanced cleaning standards, in conjunction with the various guidelines and recommendations from numerous industry-specific organizations and public health agencies, as linked here, including VRMA, VRHP, Breezeway, AHLA, ExpediaGroup / Vrbo, CDC, WHO and The White House.

    Some of the things our LHV TEAM has been doing prior to COVID-19 and/or that we have implemented in recent months, include:

    • Employ our own in-house Housekeeping staff. Not outside contractors. As such, we control the systems, processes, equipment, supplies, checklists and inspections! This is important as we are able to closely monitor  the health and wellness of our employees, require them to follow specific safety guidelines and protocols, ensure they are properly trained and that they are always provided with the necessary PPE for their role.
    • PPE for all Housekeepers to ensure the safety of our Employees, Guests and Owners.
    • Extensive Cleaning Checklists. Our cleaning checklists have been expanded such that every clean is like a deep clean.
    • Deep Cleaning on Every Property. Every single property  we manage  underwent a  deep cleaning during May or June 2020, during the travel shutdown period, with an average of 15-20 worker hours having been invested into each deep cleaning.
    • Sanitization of bedding, linens and towels. Since we utilize standardized linens, they will be removed, sanitized and professionally laundered between guest arrivals. No back-up linens or blankets will be stored in closets, unless in a sealed bag secured with a small zipper tie to ensure cleanliness of all linens.
    • Utilizing a professional laundry service with commercial grade laundering facilities, ensuring all linens and towels are kept clean and safe for every property. This is something we were already doing long before COVID-19.
    • Leaving properties vacant for 24 hours between every reservation through Dec. 31, 2020, to ensure that there is adequate time for cleanings to be done and new processes to be put into place for our Housekeeping team to be ready to coordinate same-day turnovers starting in 2021, should that be necessary. Team members will disinfect door handles, light switches, and remote controls at the end of the cleaning and prior to the property being sprayed with the electro-static sprayer, to ensure rentals are fully sanitized and disinfected prior to guest arrival. (No early check-ins will be permitted to allow ample time for chemicals and cleaning agents to kill germs.)
    • Acquired eMist electrostatic sprayers for use as a final step in disinfecting and sanitizing our luxury vacation properties, between EVERY Guest stay. These are the same devices being used by United Airlines (as shown in this video).
    • Re-wash Dinnerware. Housekeepers will re-wash all dinnerware, including dinner plates, glasses, coffee cups and silverware, between arrivals. (Guests who are concerned may wish to re-wash pots and pans or utensils prior to use).
    • Small hand sanitizer bottles will be added to each welcome basket for Guest use.
    • Contactless check-in is available, upon request. Our greeters always wear PPE when greeting and assisting Guests with check-in, but for those Guests that would prefer to have no in-person contact with our Team, we have an option available for that as well! All contracts will be signed electronically prior to arrival, as needed, and enhanced direct check-in procedures will allow you to check-in immediately to your vacation rental home or condominium. Each property has it’s own digital Guest Guide that provides all the relevant information about the property, check-in procedures, shopping, dining, activities and property details like Wi-Fi access instructions, short demo videos for using appliances and thermostats and answers to commonly asked questions.

    Our GUESTS Commit the following to Love Hawaii Villas to ensure that we are all doing our part to be smart and safe:

    • Practice social distancing – Put distance (approximately 6 feet) between yourself and others
    • Wash your hands often – It is critical to wash hands regularly with soap and water for at least 20 seconds or use hand sanitizer that contains at least 60% alcohol.
    • Avoid Contact – Avoid touching your eyes, nose and mouth.
    • Wear a cloth face cover in public – When going into a public setting, including community pools, grocery stores, gas stations, etc., wear a face cover to protect others in case you are infected.
    • Disinfect Your Rental During Your Stay – Clean and disinfect frequently touched surfaces daily. This includes tables, doorknobs, light switches, countertops, faucets and sinks. Since vacation rentals do not include daily housekeeping, guests are asked to bring disinfectant wipes and spray just as they would use to disinfect their own home. Reference the list of CDC recommendations here.
  • 2. Industry-Leading Flexible Cancellation Policies

    One of the things that Hawaii Travelers wanted almost more than anything else, was a more flexible cancellation policy than what had been available in the past. Historically, vacation rental properties would require final balances to be paid 60-90 days in advance of arrival. As the years have gone by, some policies have become a little more flexible and our policy prior to COVID-19, requirinng the final balance to be paid 45-days prior to arrival, was seen as one of the more flexible cancellation policies among Hawaii-based vacation rental management firms!  Many were still adhering to the 60-days  prior to arrival model. So in that sense, we were already ahead of our time on that.

    Once again, we are leading the field with one of the most flexible cancellation policies ever seen for Hawaii vacation rentals. The UPDATED policies, as described below, apply only to reservations on or after May 21, 2020. Any reservations that were secured PRIOR to May 21, 2020, would be subject to the Terms and Conditions as shown here in PDF format.

    • Reservation stays booked after May 21, 2020, for Stay Dates PRIOR to Dec. 20, 2020, will be subject to the following:
      • A deposit of 15% of the total reservation cost will be required to secure the reservation.
      • Reservation is fully refundable up to 14-days prior to arrival (or can be moved to a future date by paying the difference in rate). 
      • The Final Balance is due 14-days prior to arrival, after which time the reservation becomes non-refundable.
    • Reservation stays booked after May 21, 2020, for Stay Dates AFTER Dec. 20, 2020, will be subject to the following:
      • A deposit of 25% of the total reservation cost will be required to secure the reservation.
      • Reservation is fully refundable up to 45-days prior to arrival (or can be moved to a future date by paying the difference in rate). 
      • Balance is due 45-days prior to arrival, after which time the reservation becomes non-refundable.

    These revised policies ensure that Guests can book with confidence for 2020 and beyond. Guests are still strongly advised to purchase travel insurance on their trip, in the event of unforeseen sickness, death in the family or other covered travel disruption which may prevent the party from completing the trip.

    All reservations are subject to the Terms and Conditions of the rental and any bookings secured through third-party booking sites, like Vrbo, Arbnb, Booking.com, Expedia, Travelocity, etc, will be subject to the terms and conditions of those websites.

    Remember, to get the BEST DEAL possible, it is important to BOOK DIRECT with Love Hawaii Villas and not through an Online Travel Agency (OTA). Book direct and save!

  • 3. Open Communication for both Travelers and Owners

    Another common theme in many of the 400 Hawaii Traveler survey  responses,  was the request for more communication and updates as it pertains to the current status of Hawaii travel. To that end, we have rolled out a YouTube video series we are calling the Hawaii Travel, Tourism and Vacation Planning Updates. New videos are published as frequently as possible to keep Travelers in the loop, prior to any official resuming of travel to Hawaii.

    We are dedicated to being a professional and knowledgeable resource on the ground in Hawaii, and are following all the latest news updates so that you don’t have to! We consistently cull, digest, summarize and simplify the local news as it relates to Hawaii Travel, and publish frequent video and blog article updates to our Love Hawaii Villas YouTube Channel and our LHV Blog.


We have been tirelessly advocating in Hawaii for the reopening of local businesses, inter-island travel, and of course, mainland and foreign travel to Hawaii. It has not been easy for Hawaii tourism to be all but shutdown for months on end and unfortunately some businesses will NOT be surviving this economic crisis. We consider ourselves fortunate to have mitigated risks as well as we could so that we cann continue to provide a much-needed service for our Owners and Guests. We are blessed, even in the midst of this time of great difficulty and global uncertainty.

The reopening of tourism and vacation rentals, specifically, has become somewhat of a controversial topic in Hawaii. We are hopeful that Hawaii’s elected officials will soon release a safe and common-sense game plan for the resuming of global visitor travel to Hawaii. The State of Hawaii is not well-positioned for an extended period of months with no real tourism to speak of.

Broker/Owner of Love Hawaii Villas, Munro Murdock, was featured in the following news pieces recently:

Frequently Asked Questions (COVID-19)

(Updated June 3, 2020)

There has not yet been a date announced. Inter-island travel is set to resume on June 16, 2020.

Travelers should visit the State of Hawaii Dept. of Health website in order to ensure they  have access to the most accurate and up to date information.

  • According to the World Health Organization, here are some key prevention measures:
    • Washing your hands with soap and water regularly, and using hand sanitizer
    • Covering your nose and mouth when sneezing with a tissue
    • Avoiding contact with people who are unwell
    • Not touching face, nose, and mouth when hands are not clean
    • Minimizing physical contacts such as handshakes and hugs
    • Opening windows to allow air circulation
    • Disinfect frequently used items such as cellphones and laptops

Yes! See the Cleaning section above on this web-page for more details.

  • Travel insurance is available for purchase on any reservation with Love Hawaii Villas, but is typically not available on any booking that has already been paid in full and is in a “non-refundable” status.
  • Unfortunately, most Guests declined such coverage / or elected not to add it to their reservation at the time of booking.
  • In some cases Travel Insurance may be added to a Trip even after it has already been booked, but limitations do apply. Our experience has been that with the current situation with the Coronavirus outbreak, it will not be an option for Guests to add travel insurance after the fact and have a cancellation covered. Insurance should be added at the time of booking.
  • Any NEW bookings are eligible to have Travel Insurance added and we strongly suggest that all Guests purchase travel insurance on all planned travel to mitigate any unforeseen circumstances. Guests are responsible to read the policies to understand the terms and conditions of such coverage.
  • Note that a policy cannot be added after a final payment is due and must be purchased at the time of booking if the reservation is less than 45 days until arrival.  Many online travel agency (OTA) bookings (like Airbnb, Expedia, Booking.com) may not be eligible for travel insurance purchases through Love Hawaii Villas as they typically offer such insurance directly to Guests that book via those platforms.
  • Guests are welcome to look into their own travel insurance options as well and can reach out directly to any travel insurance company specializing in the vacation rental industry (Red Sky, CSA, Rental Guardian, etc).
  • Standard travel insurance would NOT cover a reservation cancellation that was made due to “fear of travel” or “not wanting to travel”. Only travel interruption due to flight cancellations, legitimate sickness of someone in the party and doctor note to validate such sickness, and/or State of Emergency proclamations WITH travel restrictions, will typically be acceptable to travel insurance companies. Guests would need to confirm with the travel insurance company what is covered and what is not.
  • While we had originally heard of such policies, there do not appear to be any companies currently offering such coverage, based on the insurance contacts we have reached out to.
  • Guests can purchase traditional travel insurance through us in conjunction with the booking. The policies are administered by RedSky Travel Insurance.

Are there any other links or resources that you can share?

If you are aware of any other online resources that you think should be shared with Love Hawaii Villas Guests, please let us know by using the Contact Form at the bottom of this page.

Any questions or feedback not addressed on this page? 

  • If so, use the contact form below to reach out to us. Mahalo!

The information and resources on this page were compiled by Munro Murdock, Broker/Owner, Love Hawaii Villas & Love Hawaii Realty | Kapolei, Hawaii. Any messages sent through the Contact Form below will also automatically be delivered to Munro’s email inbox. 

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