Hawaii Volcanoes National Park Lodging

Please carefully read the various policies for our Hawaii Volcanoes National Park Lodging.  

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 the time of booking.

Check-In: Our office is open from 9 am – 6 pm HST. Check-in time is between 4-6 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 of your arrival if it is after 6 pm we need to make special arrangements for you to get your room key.

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:  Each room clearly states the maximum occupancy for that room. 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 18 years of age staying in each guest room.

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 directly 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 another 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 those cancellations for you.

If your reservations were made prior to May 1st, 2021 then you are subject to the old cancellation policy below which was the existing cancellation policy for Hale Ohia:

• Full payment is required for one-night bookings. No refund, credit, or rescheduling will be offered if canceled.
• Reservations two or more nights beyond 30 days prior to arrival require a 50% deposit. The reservation becomes non-refundable within 30 days of arrival.  Cancellations beyond 30 days prior to arrival will receive a 75% refund on the deposit.

Always book directly on our website for the most flexibility.

Additional Services: Cancellations for additional services such as hula classes, flower making classes etc: No refunds are given 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. We highly recommend purchasing trip cancellation 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 that might be affected by COVID.

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 the 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 (pdf) 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.

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.

Pineapple Ohana is privately owned. We reserve the right to refuse service to anyone at any time. Guests of Pineapple Ohana 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 Pineapple Ohana responsible for accidents or injuries to themselves or their guests. Pineapple Ohana cannot be responsible for valuables left in rooms.

Lost & Found: We will keep your belongings for up to 90-days and will return them to you upon request. We will charge your card for shipping and handling.

Privacy: View our most recent Privacy Policy.

stay Small, Stay Safe

Be aware there are restrictions in place for Covid at this time. You can learn more here: https://www.gohawaii.com/travel-requirements Be aware that if you are refused access to Hawaii because of not following the Covid restrictions you will be subject to the cancelation policies stated above.

*Please note that any changes to reservations are subject to availability and there may be a rate difference. If you are rebooking at a lower rate, we will offer a Gift Certificate for the balance, for a higher rate we will charge the difference.

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. Limited housekeeping is in effect, please talk to your innkeeper if you need fresh linens or towels.
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.

For the most updated information, please refer to the Centers for Disease Control and Prevention (CDC) or your local health authority.