Policies and FAQ’s

General Policies/FAQs

What taxes will be included?
All rates subject to 17.96% Hawai`i taxes. The tax rate is going up in 2026 to 18.71%.

What is your deposit requirement?
Full amount required to hold a reservation
Visa or MasterCard preferred

What time are Check-in and Check-out?
Check-in is between 3:00-5:00pm. Check-out by 10:00am.
Call for early or late arrival, prior arrangements are necessary.

Please keep in mind that if you are flying into Kona, you are 2 1/2 hours away from Volcano, and if you are flying into Hilo, you are 40 minutes from Volcano.

Do you provide daily housekeeping?
Daily housekeeping service includes fresh food, towels, bed making, dish-washing and trash removal. If you have special needs, please let us know either prior to arrival or during your stay.

Is Breakfast included with my stay?
Yes! A light continental breakfast is delivered to your cottage daily, including tropical fruit, local made granola, pastries, Kona coffee, tea, juice, milk, and condiments.

Is Wi-Fi available?
Yes, complimentary Wi-Fi is available, although service may be limited in some areas due to the rainforest location.

What is your Damages policy?
We request that guests care for our property. In the unlikely event that damages occur during your stay, damaged or missing items fees may be applied, especially for our colorful linens, towels and robes. White towels are available for peroxide hair or skin products.

Additionally, an ‘add on’ extra cleaning fee may be charged when a cottage is left in conditions that require extended cleaning time and attention. We will contact you to clarify any issues, and charge your credit card.

Do any of your units have kitchens?
The small cottages have kitchenettes with basic amenities such as small refrigerators, toaster ovens, and coffee makers, but they are not equipped for full cooking, only the larger cottages Skylight House, Bamboo Guest House, and Guest Cottage have stoves/oven and are equipped for cooking.

Do you allow Groups stays?
The Retreat is available for small groups upon request.

What is your smoking policy?
Non-smoking environment.

What is your pet policy?
pets are not permitted in order to maintain a serene, natural environment for all guests.

Is public transportation available?
Rental Vehicle Necessary. No public transportation in this rural community.

What are your Cancellation Policies and Fees?

Booking Privacy Policy

Standard Cancellation Policy

Please be aware that once a reservation is booked, dates are taken off the reservation calendar, saved for our confirmed guests and no longer available to other travelers, so our policies will apply. The Volcano Rainforest Retreat is 40-80% booked six months in advance, due to travelers planning ahead for their Hawaii vacations. Guests plan ahead to have their choice of dates and cottages. Thank you for your understanding.

80% Refund for cancellations made 60 days or more, prior to the arrival date, this includes the 20% cancellation fee.

No guaranteed refund for cancellations received 60 days or less, prior to arrival date. 80% Refund only if dates can be rebooked, this includes the 20% cancellation fee. We do everything possible to rebook those dates. For any cancelled dates that cannot be rebooked, payment will be forfeited.

Changing Cottages or Dates for Existing Reservations:

We encourage guests to be clear and certain of their dates prior to making a reservation to avoid changes, which may result in financial loss to our business and/or our guests. We do everything possible to rebook those dates. In the event that reserved guests cannot avoid changes, the following policies will apply:

20% reservation adjustment fee will apply for any original dates that cannot be rebooked for changes made 60 days or more, prior to arrival date.

30% reservation adjustment fee will apply for changes made less than 60 days and more than 30 days, prior to arrival date.

40% reservation adjustment fee will apply for changes made less than 30 days, prior to arrival date.

Rebooked Dates: In the event that we are able to rebook dates that were adjusted we will refund the adjustment fee accordingly, less a $50 administration fee.

Holiday Times and Local Festival Dates

No refunds are guaranteed at Holiday times, Rainforest Run and Merrie Monarch Festival. During these busy times air flights and rental cars are limited.

See our Holiday Times and Local Festival Dates

Trip Insurance:

We understand that sometimes your travel plans can unexpectedly change. Volcano Rainforest Retreat is a small Bed and Breakfast and cancellations or changes to your reservation can affect us greatly. Cancellation policies will be applied.

For your financial security, in case of any changes and possible emergencies, including medical conditions, we recommend that all guests purchase travel insurance.

We recommend to residents of the United States:

Arch RoamRight www.roamright.com and Travelex www.travlex.com travel insurance.

Thank you for your understanding and cooperation.

Please note: We are committed to the safety of our guests. Volcano Rainforest Retreat has a Natural Disaster Cancellation Policy during times of volcanic eruptions, hurricanes and/or tsunamis.
Call for more information. (See Natural Disaster Cancellation Policy)