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.

Making Reservations | Payment

To provide a great experience for our guests, we don’t overbook. As a small family-run B&B, we have only three rooms. When you make your 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; 14.69% sales and accommodations taxes not included. 

  • Tropical continental breakfast is included in the room rate.

  • If booking all 3 rooms, maximum occupancy is 6 guests.

  • 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. With advance notice, we can try to accommodate an early arrival and to be sure someone is onsite to greet you, but cannot guarantee your room will be ready before 3 p.m.

  • Guests arriving after 6 p.m., please email reservations@haleohu.com, so that we can provide self-check-in instructions. Rooms are located in the green building by the parking lot.

  • Check-out is by 11 am.

Third Party Booking Sites

Reservations made via a third party booking site such as Expedia 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.

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.

​Standard Room or Promotional Rates

  • Deposit/Payments - The total amount of your reservation will be due at the time of booking. 

  • Cancellation Schedule:

    • Cancellations received 30 days or more before your arrival date: 100% refund less a $25 processing charge.

    • Cancellations received 15-29 days before arrival: 50% refund.

    • Cancellations received 14 days or less before arrival: no refund.

Advance Purchase Rate

  • Based on availability and subject to blackout dates.

  • Requires a two-night minimum and full prepayment for the entire stay at the time of booking,

  • Rate is non-refundable and dates cannot be be changed.

  • Rate cannot be combined with any other offer, sale promotion or prior purchase/reservation.

  • If reservation is cancelled, guest will forfeit total room charge plus tax.

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.

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.

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 adults only.  We cannot accommodate additional occupants including children. 

  • 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 establishment. 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.