Pelago — Frequently Asked Questions

This FAQ is an evolving document. Our endeavor is to make answers as topical and accurate as possible. We also reserve the right to change or modify these answers as we get closer to beta and release. Some details are intentionally left out because they warrant testing and tweaking before making the details final. We will be adding new questions as they occur to us and come from our customers and test cases.


What is Pelago?

Pelago is a boutique rental company which offers short term vacation rentals on the Big Island of Hawaii.

What time is Check in?

Check in is anytime after 2pm, however, special accommodations can be made. Please be sure to request an early check in while making your reservation through AirBNB and we will do our best to accommodate you. Please note early check in is not always available.

What time is Check out?

Check out is at 11AM so housekeeping has enough time in between visits to clean and service the home.

Can I smoke cigarettes in Pelago rentals?

Unfortunately smoking tobacco is prohibited in our homes. While smoking outside is not, smoking inside the home is. It's important for us that we preserve the experience for other guests and provide the same enjoyable experience. Please note a $250 cleaning fee may apply if tobacco is consumed indoors.  

What happens if I damage or break anything?

Guests may be asked to pay a replacement charge for any damaged items or property. Please note repairs and replacement items are charged at cost.

Where is your office located? 

We are located at 75-6082 Alii Drive, Suite 5, Kailua-Kona, HI, 96740

What is your mailing address?

You can reach us by mail at 116 Clowes Ave, Goshen, NY 10924

What is your phone number? 

You can reach us by phone at: 805-328-1682

Can I book directly through you?

Of course, Click Here.

How do I cancel my reservation?

All of our bookings are handled through a third party called AirBnB. Click here to view their instructions on how to cancel your reservation. Cancellations must be made by 12:00 PM (Central Standard Time) on the appropriate day. Bookings canceled at least 14 days before the start of the stay will receive a 100% refund. Bookings canceled at least 7 days before the start of the stay will receive a 50% refund.

What day is garbage pick up?

Garbage pick up comes Monday & Thursday.  Cleaning services will provide appropriate trash removal if guests are unable to dispose of it on time.

Big Island Frequently Asked Questions

How far away is the other side of the island?

It's about forty fives to an hour from Waikoloa Village & about an hour and 45 minutes from Kailua-Kona depending on traffic.  

How do I get to the other side of the island?

There are three routes:

  1. The southern road is breathtakingly abnormal and it's worth the visit at least once (Hawi too). Simply take Highway 11 South from Kailua-Kona or Hilo and you will be on one of the most exciting driving roads on the Big Island, set to a breath taking backdrop of 187 quintillion gallons of water and endless miles of sky.
  2. Going up through Mauna Kea will bring you you only a few hundred feet away from the clouds. If you make it a point to venture to the top of Mauna Kea (4WD required) you'll cut right through them. Take Saddle road up and over the mountain from Hilo, or Waimea. If you're coming from Waikoloa Village or Kailua-Kona take Daniel K. Inouye Highway to Saddle road. 
  3. The Northern way takes you through the Hamakua coast where you will find gnarly driving roads that snake through the green forests of Hawaii to offer views of hidden waterfalls, lush tropical valleys and secret coves. From Waimea take Highway 19 south to Hilo.

Investor Frequently asked questions


What is House 268?

House 268 is a 2 bedroom cottage in the 68 zone of the Big Island. It is the first formal property managed by Pelago, Inc and serves as the MVP for Build 2 Homes. We are currently in our round A of funding if you'd like a chance to look at our metrics please contact