Policies
Park Closures, Unforeseen Delays, and Health Issues
Please be aware we have no control over travel delays due to your health, flight delays or other reasons for not being able to keep your reservation. In addition we have no influence over the National Park Service. If they announce a park closure, or if the area is closed for Volcano activity, our cancellation policies stand as stated and agreed at time of booking.
Check-In: Our office is open from 9 am – 6 pm HST. Check-In time is between 3 – 6 pm. We may not be available before 3 pm so please call ahead if you are arriving before 3 pm. We never guarantee an early Check-In until the morning of the check-in. Please advise us in advance if your arrival is after 6 pm. We need to make special arrangements for you to get your room key if arriving after that time.
Check-Out: Check-Out time is 11 am. If you require a late check-out, please make a request to the innkeeper. There will be additional fees.
Maximum Occupancy: Mauna Loa can hold up to 4 guests. Hale Manaluna, Haleakala, and Mauna Kea can hold up to 3 guests. Hale Kilauea has a strict 2 person maximum. Our maximum occupancy for each room cannot be broken and additional guests will be turned away. An additional guest fee of $30 per night is charged for more than two guests per room.
Minimum Age: Rooms cannot be rented to anyone under 21 years old. When visiting with children, there must be at least one person over the age of 21 years of age staying in each guest room.
Cancellation Policy
Your Obligation: Every reservation requires an advance one night non-refundable deposit. The balance of your reservation will be billed to the card on file 7-days prior to arrival. Within 7-days of arrival NO REFUNDS are made for any reason, including travel delays, sickness COVID, airline changes etc.
Cancellation policy when booking direct via our website or by phone: If you need to cancel your reservation prior to 7-days of arrival you will only be charged the non-refundable deposit of one night. If you canceled within 7-days of arrival or in case of a no-show, no refund will be issued.
Cancellation policy when booking via an online travel agent such as Booking.com, Expedia or other third-party website: Reservations made through online travel agent websites that we do not have control over are 100% non-refundable and are charge at 100% of the reservation at the time or booking. If you want a more flexible cancellation policy, please book with us directly or on our website. If you need to cancel or change your booking contact the third-party website through which you booked, we cannot process those cancellations for you.
Cancellation Insurance Options:
1. Travel Insurance: Available at a nominal cost from any travel agency or online at SquareMouth. This company is independent and not affiliated with our hotel and offers coverage for travelers who might be affected by COVID-19.
2. Non-refundable Room Insurance (Must be added for each day at the time of booking). Opt for this feature at the time of booking to cover each night of your stay, ensuring flexibility to modify or cancel your reservation up to 48 hours in advance. Enjoy 100% cash back (excluding the insurance cost) and the benefit of date changes without additional fees, barring rate differences.
Always book direct for the most flexibility.
Additional Services
Cancellations for additional services: Cancellations for additional services such as hula classes, flower making classes etc. There are no refunds for additional services or items that are canceled within 7-days of arrival. Prior to 7-days, a refund will be offered with a restocking/cancellation fee of 20%.
We cannot be responsible for illness, family emergencies, work conflicts, canceled flights or inclement weather.
Payments: We accept major credit cards; Visa, MasterCard, Discover and AMEX for bookings and enhancements such as picnic baskets, wine etc. Gratuities may be paid in cash at time of stay or service.
Pets: We only allow service animals on the property. Under the ADA, a service animal is defined as a dog that has been individually trained to do work or perform tasks for an individual with a disability. The task(s) performed by the dog must be directly related to the person’s disability. Per the ADA website emotional support, therapy, comfort, or companion animals do not qualify and each situation will need to be assessed by the innkeeper, please just call and discuss your situation ahead of arrival. Please view our accessibility statement for guests with disabilities.
Smoking: All of our rooms and guest areas are non-smoking this includes vaping, e-cigarettes and marijuana. Smoking of any kind in your room will incur a $500 cleaning fee.
Visitors: If you have visitors, feel free to show them around, but please understand that the use of our property, parking spaces, hot tub, guest areas, and amenities are for lodge guests only.
Wireless Internet Access: We offer FREE wireless internet. However, in the rainforest, it is usually referred to a ‘honu’ (turtle) internet as it is slow. So please be patient, as this is the only option available to us. If you need to conduct a video conference call or have other intensive internet needs, please contact us to reserve the business kiosk at our sister property Volcano Village Estates. The business kiosk is subject to availability. If your visit to the Volcano, HI area requires you to conduct business daily, please consider staying at our sister property Volcano Village Estates.
Breakfast: We will do our best to accommodate any food allergies. Please let us know ahead of time.
We respect and are committed to protecting your privacy. Please review the most recent Privacy Policy on our website.
Volcano Village Lodge is privately owned. We reserve the right to refuse service to anyone at any time. Guests of Volcano Village Lodge take responsibility and agree to pay for any damages that they or their guests may cause with the credit card used for their reservation or other means. Guests will not hold Volcano Village Lodge responsible for accidents or injuries to themselves or their guests. Volcano Village Lodge cannot be responsible for valuables left in rooms.
Lost & Found: We will keep your belongings for up to 30-days and will return them to you upon request. We will charge your credit card for shipping and handling.
Privacy: View our most recent Privacy Policy.
Our Commitment to Cleanliness:
We take standards for hygiene and cleanliness very seriously and are taking additional steps to ensure the safety of our guests and associates. On a daily basis, we are working to meet the latest guidance on hygiene and cleaning.
Our hotels’ health and safety measures are designed to address a broad spectrum of viruses, including COVID-19, and include everything from hand washing hygiene and cleaning product specifications to the guest room and common area cleaning procedures.
Hand Hygiene: Proper and frequent hand washing is vital to help combat the spread of viruses. Our teams are reminded that cleanliness starts with this simple act. It’s important for their health and that of our guests.
Cleaning Products and Protocols:
We use cleaning products and protocols which are effective against viruses, including:
- Guest Rooms: cleaning and disinfecting protocols to clean rooms after guests depart and before the next guest arrives, with particular attention paid to high-touch items.
- Public Spaces: We have increased the frequency of cleaning and disinfecting in public spaces, with a focus on the guest area, door handles, public bathroom, and even room keys.
- Back of House: In the spaces where our team works “behind the scenes,” we have increased the frequency of cleaning and focusing on high-touch areas like entrances, laundry rooms, and the office.