Frequently Asked Questions
What’s your cancellation policy for your accommodation and tours?
We have a 48-hour cancellation policy. Cancel your accommodation and/or tour prior to 48 hours of check in and you will be refunded amount minus $30 for a cancellation fee for each accommodation and tour you booked. No refunds for cancellations or no shows within our 48 hour cancellation policy. No refunds for early checkouts once you’ve checked in.
For group bookings only: we require an initial $30 non-refundable deposit to hold the reservation, then a 50% non-refundable deposit 2 months prior to check-in. The remainder will be due upon check-in. No changes will be allowed to group reservations one month or less from the date of check-in.
Can I change my reservation?
Yes, you may change your reservation by email or by phone. Once a change has been made, if you cancel your reservation no refund will be given.
What are your front desk hours?
7:30 a.m.-9:30 p.m., HST (Hawaii Standard Time).
How can I make a reservation?
You may make a reservation online at our website at arnottslodge.com, or you may call our front desk staff at 808-339-0921 during normal office hours. You may also text us for availability!
Do you charge charge my card at the time of the reservation/take a deposit for accommodations or tours?
Yes, we will charge full payment for all accommodations and tours. For large group reservations, we require a 50% non-refundable deposit two months in advance. A $30 cancellation fee will be charged per booking for any cancellations once reservation has been made.
Can I pay with a debit card or a travel cash card?
Yes, you can. Please be aware that for both of these types of payment, we will charge a room deposit to the card as well in case of incidentals. The room deposit amount will depend on the type of room you are lodging in. The room deposit amount will be refunded to your debit/travel cash card upon checkout and inspection of the room, provided that there are no damages.
What is your check-in time?
3:00 p.m. We may check you in early, but only if your room is ready. Last check in time is at 9:45pm. You may text us at 808-339-0921 to see if your room is ready. There are no late check ins after 9:45pm (see next question.) If you are unable to check in prior to 9:45pm please look for accommodation elsewhere. We can always accommodate you the next day at 7:30 in the morning.
What’s the latest possible check-in time?
9:45 p.m. Our front desk closes at 10:00pm. Late check ins need to be approved by management as the owner and general manager will be checking you in if they are available. A fee of $20 from 10:00-10:30pm, additional $20 from 10:30-11:00pm and so on.
What is your check-out time?
Do you provide late check outs?
Yes, but only upon availability. See our front desk to find out if you’re eligible for a late check-out. There’s an additional fee of $15 per hour up till 2:00pm, after 2:00pm a charge of the full rate for the room will be applied.
I’m terrified of insects! Can you guarantee that there are no insects in your rooms?
No, I can’t 100% guarantee that there will not be an insect in your assigned room but we do our best in getting rid of them prior to guests’ check-in. Arnott’s Lodge is located in a tropical environment surrounded by dense flora that is home to geckos, ants, spiders, termites, coqui frogs, cane toads and many different species of birds and insects. The vast majority of Hawaii’s fauna is non-venomous. Although we do our best to remain free of any insect life in our rooms, our proximity to nature and our commitment in using limited insecticides will not guarantee an insect free room 100% of the time. If you do happen to find an insect in your room, please let us know and we will take care of it for you. Raid is supplied in all rooms for use at guest discretion. Do not leave food out as this will attract insects in your room!
Is Arnott’s Lodge a party place/is alcohol allowed?
We are not a party place. If you want to party hardy, please go elsewhere. Alcohol is allowed, provided you are of legal age, of course (the legal age for the United States is 21). However, we do not allow visible drunkenness or indecency, so please know your own limits.
How long does it take to walk from Hilo Airport to Arnott’s Lodge?
It will take you about 1.5 hours to walk from the airport to the lodge.
Do you have quiet hours?
Yes, our quiet hours are strictly enforced from 10:00 p.m.-7:30 a.m. Please respect our quiet hours as we have guests that need their rest.
Do you have a crib available?
No, we do not. We do have a folding mattress for the floor with a charge of $15.00 per night plus tax.
Do you provide a shuttle to Arnott’s Lodge from Hilo Airport?
Yes, but only upon availability. The shuttle service is $12. Please call/text our front desk at 808-339-0921 when you arrive at the Hilo Airport. If a shuttle is not available, there are taxis available at the Hilo Airport for about $20 on average to the Lodge.
Is there public transport to the Hilo Airport?
Yes! The public bus has just begun stopping at the Hilo Airport as part of its Keaukaha route, which is the same route that goes past our lodge. Convenient!
Is there a maximum amount of nights I can stay at Arnott’s Lodge?
Yes, 7 nights is our maximum. Management approval is needed beyond 7 nights.
I’ve checked out of Arnott’s Lodge and would like to explore the Kona side of the island and stay there overnight, can I leave my luggage with you?
Yes, depending on the size and if we have room. It’ll be $7.00 a day per bag to hold your luggage.
Can I mail something to myself at your lodge?
No. We do not accept mail on behalf of guests. Please do not send boxes or letters to yourself at our lodge: we will not accept them. If you need to have something mailed, you can send it with your name, care of General Delivery at the Hilo Post Office. Their address is 1299 Kekuanaoa St. Hilo, HI 96720.
Do I need to make a reservation to camp?
No, but please check in with us at the front desk between 7:30 a.m.-9:45 p.m. prior to setting up your tent. Hammocks and make shift tents are not allowed.
Do you have towels, pillow and blanket rentals for campers?
We do not have towel, pillow and blanket rentals for campers. You may buy a secondhand towel from our front desk for $5.00. Please come prepared with your own gear to camp!
Do you accept pets?
No. We can refer you to other places in Hilo that will accept pets.
Am I allowed to smoke in the rooms?
No, all of our rooms are non-smoking. There’s a designated smoking area we can direct you to on our property. There is a $300 cleaning fee for any evidence of smoking in a room.
Do your rooms have Air conditioning?
All of our rooms except for our dormitories now have split air conditioning.
Do you have complimentary wifi?
Yes, in the main communal areas and in your rooms.
Do you have a computer available to go online?
We don’t have a computer, but we do provide an iPad for guests’ use located at the front desk.
Do you provide breakfast?
No, we don’t provide breakfast, but all of our units have kitchenettes so that you can make your own brekkie or other meals.
Do you have an oven in the kitchens?
No, just a stove.
Do you sell any food?
We have a small selection of emergency food items such as instant noodles and soup, as well as chips, candies, and soft drinks.
Do you provide full service housekeeping?
Yes, at an additional cost depending on what type of room you have. Inquire with our front desk for more info. Our housekeepers will empty your trash and see if toilet paper needs replenishing without any extra cost.
Do you have free parking?
Do you have TV in the rooms?
We do not have TVs in the rooms, but we do have a large communal TV with HD and many cable channels for watching local and world events. Come and and meet your fellow travelers while you watch the news!
Do you have a telephone in the rooms?
No, there’s a public pay phone within walking distance. You may also use our landline for travel arrangements.
Do you have a freezer?
No, all of our rooms are equipped with a mini-fridge. The dormitories share a bigger refrigerator.
Do you provide ice?
Yes, ask our front desk staff for ice.
Do you have a swimming pool?
No, we are within walking distance to beautiful beaches.
How close are you to the beach?
We are within 3-15 minutes walking distance to at least four awesome beaches.
Are you located in town?
No, we are located several miles out of downtown Hilo. By car: 5-10 minutes. By bike: 30 minutes. By foot: 1 hour
Is a rental car needed?
Yes and no. If you want to explore the island at your pace and if you want the convenience, we recommend a rental car. If you are just looking to cruise around Hilo or are willing to take the public bus (Monday-Saturday, excluding holidays), you may not need one. You also have the option to rent one of our bicycles during the day to see Hilo.
Are you surrounded by coqui frogs?
Just a few cocqui-ing away. Close your windows, turn on your whisper-quiet AC and snooze away!
Is there a minimum age for your Mauna Kea Tour?
Yes, guests need to be at least 16 years old.
Is there a minimum amount of passengers needed for your standard tours?
Yes, 2 passengers minimum.
Do you provide custom or private tours?
Yes, we can tailor your adventure according to what you want to see and do. Email us at firstname.lastname@example.org for more information.
Do you provide telescopes on your Mauna Kea Tour?
No, we do not provide telescopes. We conduct our stargazing show with a laser pointer.
Do you provide jackets?
Yes, we provide Carhartt jackets but bring extra layers just in case it’s too nippy for you.
Do you provide food on any of your tours?
No, but ask your guide nicely and he/she may do a food stop for you. If not, bring your own food with you. We recommend a light meal for your Mauna Kea Tour or Volcanoes National Park tour.
Is there an age limit for your Volcano Twilight Tour?
Yes, your child need to be at least 10 years of age.
Do you provide private Mauna Kea tours?
Yes, we do. Please see our Mauna Kea Tour page for details.
Can my child who’s between the ages of 5-15 years old go on your Mauna Kea tour?
They are not able to participate on our standard Mauna Kea tour.
Can I participate on the Mauna Kea Tour if I’m pregnant?
No, please read our terms and conditions on our Mauna Kea tour page.
Can I participate on the Mauna Kea Tour if I scuba dived within 24 hours of the tour?
No, please read our terms and conditions on our Mauna Kea tour page.
Can I participate on the Mauna Kea tour if I have severe health problems?
Not advised; please read our terms and conditions on our Mauna Kea tour page.
Can I drive my rental car to the summit of Mauna Kea?
It all depends on the rental company and if they allow it. Your vehicle needs to be 4wd.
Can I hike to see lava?
It all depends if the lava is actively flowing and if it’s accessible. We can point you towards companies that have done these hikes in the past, and may be doing them now.