Service Standards
Our standards, in writing
The promises behind every Polu stay, written down so you can hold us to them. How fast we answer, how a suite is reset, and the care we bring to every request.
When you reach out
How fast we answer
Every channel lands with the same local team. These are the response times we hold ourselves to.
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3 minutes
Text
Most guests text us. During business hours a real person replies in about three minutes, often sooner.
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Live
Phone
Call between 7am and 9pm Hawai'i time and a local voice picks up. No queue, no phone tree.
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1 hour
Email
Email reaches the same team, and we reply within the hour during business hours.
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24/7
Urgent, any hour
Urgent matters during a stay reach a person at any hour. Call +1 (808) 758-POLU (7658), day or night.
The concierge is on from 7am to 9pm Hawai'i time, every day. Arriving late? We do not go offline until you tell us you are settled for the night.
Between stays
How a suite is reset
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Fully sanitized laundry
Every linen and towel is laundered and fully sanitized between stays. No exceptions, no shortcuts.
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The complete reset
Dusting, sweeping, vacuuming, mopping, counters sparkling, showers fresh, and the list goes on. Room by room, on every turnover. You'll walk into a space that feels, looks, and smells clean.
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Inspected before you arrive
We check every property ourselves, so the suite feels like yours from the first step. You should feel comfortable taking off your shoes and feeling like you're home.
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Made fresh then cool
Each suite is aired of cleaning scents, then cooled to at least 73°F or lower, so you're comfortable from the first minute. Have a desired temperature? Connect with our concierge desk prior to arrival.
Every request
The care we work to
From a small question to a big idea, we do our best to deliver, and to find the moments that turn a good stay into the one you talk about for years.
We live here, we know the island, and we can help plan, book, and arrange nearly anything a stay calls for.
What the concierge helps with, in full, is on our Guest Services page.
"An absolute pleasure, as always!"
Questions about our standards
How fast does Polu Resorts respond to guests?
Texts are usually answered in about three minutes between 7am and 9pm Hawai'i time, calls are answered live, and email gets a reply within the hour. For urgent matters during a stay, our line is answered 24/7. We're known for our prompt and friendly care no matter the hour.
Is someone available 24/7 during my stay?
Yes. For urgent matters our main line, +1 (808) 758-POLU (7658), is answered around the clock. For everything else the concierge is on from 7am to 9pm Hawai'i time, and for late arrivals we stay on until you are settled.
What does housekeeping include between stays?
Fully sanitized laundry for every linen and towel, plus dusting, sweeping, vacuuming, and mopping in every room. We inspect the suite before each arrival.
Do these standards apply to every suite?
Yes. All six suites are cared for by the same local team and held to the same written standards.
Can I request daily or additional housekeeping?
Yes, our concierge desk is happy to help with bespoke housekeeping plans. Daily service, mid-stay cleans, and one off requests, our housekeeping team is happy to help.
Hold us to it
One message and the clock starts. Text is fastest, every channel works.