Policies

Our first policy is to serve you, our guest. Our hope is that you’ll enjoy your stay in the rainforest and return many times as our guest to Hale ‘Ohu B&B.

    Reservations Affected By Coronavirus 2019 (COVID-19) Travel Restrictions

    We know there is a great deal of anxiety around traveling right now. The COVID-19 situation is unprecedented and as a small, family-run property we are doing our best to balance the safety of our guests and holding on to our business. If you have any questions about an upcoming reservation, please email us at reservations@haleohu.com. 

    Making Reservations | Payment

    To provide a great experience for our guests, we do not overbook. As a small family-run B&B, we have only three rooms. When you make a reservation, your room is guaranteed with a credit card and the reservation is subject to our cancellation policy.

    • Rates may vary due to seasonality, holidays and events.

    • Rates are based on double occupancy; 14.96% sales and accommodations taxes not included. 

    • In-room tropical continental breakfast is included in the room rate.

    • Each room is limited to two (2) adults. If booking all 3 rooms, maximum occupancy is six ( 6) adults. 

    • Your credit card information is kept on file by the reservation system for 7-10 days after departure. In the unlikely event of room/property damage or loss/damage of room contents, your card will be charged and you will be notified. 

    • We reserve the right to switch rooms booked. 

    • We reserve the right to refuse service.

    • This is an adults-only property. If you do not comply with this policy, your reservation will be cancelled and your entire reservation amount forfeited. 

    Checking In | Checking Out

    • Check-in is from 3 to 6 p.m. Please email reservations@haleohu.com with your estimated arrival time. Due to COVID-19 procedures, we are unable to accommodate early check-in requests. However, we can store luggage with prior notice. Our check-in procedure is fully contact-less. We also offer self-check-in if you prefer to go straight to your room. For self-check-in information, please email reservations@haleohu.com for instructions.

    • Guests arriving after 6 p.m., please email reservations@haleohu.com, for self-check-in instructions. The office is not staffed after 6 p.m. Rooms are located in the green building by the parking lot.

    • Check-out is by 11 am. Express Check-out is available. 

    Reservations Booked with Third Party Sites or Travel Agencies

    Reservations made via a third-party booking site such as Expedia (Hotels.com, Orbitz, Travelocity, Trivago, etc.) or Booking.com should reference the deposit/pre-payment and cancellation policies outlined in the reservation details on those sites. These polices are different to those stated below. 

    For a third-party booking, cancellations must be made directly with the third party. Please contact their customer support team and they will contact Hale 'Ohu B&B before processing your request.

    Rates, Deposits and Cancellations for Direct Bookings

    The best rate is found when you book directly with Hale 'Ohu. Be sure to view our promotional offers.

    ​Payment and Cancellation Policy for Reservations Booked Direct after May 20, 2020:

    • Deposit/Payments - No deposit is required at the time of booking. The full reservation amount will be processed 14 days before arrival with the credit card provided when booked. 

    • Cancellation Schedule:

      • Cancellations received 15 days or more before arrival: 100% refund.

      • Cancellations received 14 days or less before arrival: No refund. Total amount of reservation will be forfeited. 

    Cancellation/Early Departure Policy for Special Circumstances

    Since Volcano is a remote destination, cancellations are challenging for a small property like Hale 'Ohu. Guests are encouraged to purchase travel insurance to cover cancellation fees if your travel plans change. Learn more about travel insurance. 

    Guests agree to the cancellation policy at the time of booking whether the reservation was made directly with Hale 'Ohu or via an Online Travel Agency (OTA) site such as Expedia or Booking.com. If you booked with an OTA, review the confirmation from the OTA for the cancellation policy. You will need to contact the OTA to cancel your reservation.

    If you wish to cancel your reservation for any of the following reasons, please be aware the cancellation policy agreed to will be enforced:

    • Hawai'i Volcanoes National Park closure

    • Flight(s) cancelled or changed

    • Change in your travel plans

    • Health issues

    • Weather related

    The cancellation penalty will only be waived for reservations booked directly with Hale 'Ohu and re-booked. New dates must be selected at the time of cancellation and must occur within one year of your original date of arrival. 

    Hale 'Ohu will refund reservations (less a $25 processing charge) for any of the following situations that occur on your arrival date or during your reservation:

    • Hilo or Kona airport is closed due to severe weather conditions.

    • Flooding is occurring at Hale 'Ohu's property or along Old Volcano Road between Pearl and Haunani Streets.

    • Wind damage at Hale 'Ohu's property.

    • Driving conditions from Hilo or Kona are deemed unsafe by a Civil Defense official notification.

    • Local authorities order a mandatory evacuation of Volcano Village.

    • Centers for Disease Control and Prevention (CDC) issues an advisory for travelers to avoid all nonessential travel to Hawai'i.

    Office Hours

    Open daily from 8 to 11 a.m. and from 3 to 6 p.m.

    Room Capacity

    • Each room is limited to two (2) adults only.  We cannot accommodate additional occupants including children. 

    • Each room is equipped with one (1) queen sized bed.

    • This property is not suitable for children. Children under 18 years of age are not allowed at this adults-only property. 

    Pets

    We welcome service animals only and require prior notice.  We do reserve the right to full reimbursement for damage caused by service animals.  When outdoors, service animal should be leashed at all times.

    Smoking 

    We are a non-smoking property. Smoking (of any kind) is not allowed in the room, on the patio or in the garden area. This policy is enforced, so that we can provide a smoke-free environment to all guests. Your credit card on file will be charged $250 for violating this policy.

    Food in Room

    You are welcome to bring back restaurant food to the room. However, food preparation is strictly not allowed. Do not use the water kettle for anything but heating water. You will be charged if the kettle needs to be replaced. Please be sure to dispose of your food waste in the garbage bin; not recycling bin.

    Cookie Policy

    Learn more about Hale 'Ohu's website cookie policy.