Policies
Park Closures, Unforeseen Delays, and Health Issues
Please be aware that we have no control over travel delays related to your health, flight delays, or other circumstances that prevent you from keeping your reservation. In addition, we have no influence over the National Park Service. If they announce a park closure or the area is closed due to volcanic activity, our cancellation policies remain as stated and agreed at the time of booking.
Check-In: Our office is open from 9 am – 6 pm HST. Check-in time is between 3 and 6 pm. We may not be available before 3 pm; please call ahead if you are arriving before then. We never guarantee an early Check-In until the morning of the check-in. Please advise us in advance if you will arrive after 6 pm. We need to make special arrangements for you to pick up your room key if you arrive after that time.
Check-Out: Check-Out time is 11 am. If you require a late check-out, please request it from 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. There is an additional guest fee of $30 per night for guests over 2. No charge for babies up to 6 months old sleeping with their parents.
Minimum Age: Rooms cannot be rented to anyone under 21. When visiting with children, at least one person over 21 must stay in each guest room.
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 high-speed fiber wireless internet throughout the property. Guests are not permitted to use our internet to access torrent sites or download copyrighted materials. Unauthorized use may result in restricted access to our network.
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.
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 charged at 100% of the reservation at the time of 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 cancellations or changes for you.
Cancellation Insurance Options – Travel Insurance
When booking more than 21 days in advance through our website, you will have the option to purchase travel insurance with your reservation. This coverage is provided by a third-party company, TravelSafe. After purchase, you will receive a separate email directly from TravelSafe with your policy details. Any claims must be submitted directly to them. If your reservation is within the 21-day window, we still highly recommend purchasing travel insurance. Affordable options are available through most travel agencies or online providers such as SquareMouth. Please note that both TravelSafe and SquareMouth are independent companies and are not affiliated with our hotel.
Always book direct for the most flexibility.
The service is wonderful
"They start communicating before arrival via text and they are super friendly and responsive."