Frequently Asked Questions
What’s your cancellation policy for your accommodation and tours?
All cancellations will be charged a $49 booking fee. If you cancel within 48 hours of your check-in date, you are not eligible for any refund.
If you booked your room or tour with a third party agent (Booking.com, Expedia, Hotels.com, Viator, etc.) you need to cancel your reservation with the booking agent and abide by the cancellation policy stated with them.
For group bookings only: we require an initial $50 non-refundable deposit to hold the reservation, then a 50% non-refundable deposit 2 months prior to arrival. 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 the dates of your reservation by email or by phone outside of 48 hours to your arrival date. If you made your reservation with a third party agent, you must contact them to make any changes. No changes will be allowed within 48 hours of the reservation.
What are your front desk hours?
9:00 a.m.-5:00 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/WhatsApp us for availability!
Do you 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.
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. Deposits can range from $150-$350. Deposits do not apply to tours.
Does Arnott’s Lodge charge resort fees?
No, we don’t charge resort fees.
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 8:00pm. You may text us at 808-339-0921 to see if your room is ready. There are no late check ins after 8:00pm (see next question.) If you are unable to check in prior to 8:00pm please look for accommodation elsewhere. We can always accommodate you the next day at 10:00 in the morning.
What’s the latest possible check-in time?
8:00 p.m. 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 8:00-8:30pm, additional $20 from 8:30-9:00pm and so on.
What is your check-out time?
11:00 a.m.
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 $20 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.
What is your policy on damages?
If you damage lodge property in any way, including in your room and/or on lodge common areas, you will be charged for the damages. If you smoke in your room, you will be assessed a $300 fee. Any incident which results in our staff having to clean up bodily fluids (including blood, urine, feces and/or vomit) anywhere on lodge property will result in a $300 cleaning fee.
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. Driving time to the Hilo Airport is about 10 minutes.
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?
Not currently. There are taxis, Uber, and Lyft 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! Visit Hele-On to view all of their schedules. The current Keaukaha Bus operates Mon-Sat, 7am-7pm, Sun 9:15am-5:15pm.
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. Hammocks and make shift tents are not allowed. Outward bound travel or recent travel is needed in order for you to camp. If you are part of a large group that wants to camp (12+ people) please contact us to see if a reservation is possible.
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 clean 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. Smoking is also not allowed in the camping lawn.
Do your rooms have air conditioning?
Our bedrooms have air conditioning.
Do you have complimentary wifi?
Yes, in the main communal areas and in your rooms. Campers have access to the communal wifi areas.
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. Please call/text if you need clean towels.
Do you have free parking?
Yes.
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 are no telephones in the rooms.
Do you have a freezer?
No, all of our rooms are equipped with a mini-fridge.
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 5-15 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 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.
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 13 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 info@arnottslodge.com 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 can provide a jacket. Please let us know ahead of your tour if you will need to use one.
Do you provide food on any of your tours?
No, we suggest you come prepared with any food or snacks you may need for the duration of the tour. We recommend a light meal for your tours.
Do you provide private Mauna Kea tours?
Yes, we do. Please see our Mauna Kea Tour page for details.
Can my child who’s aged 12 years old or younger 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.
Is red lava visible on the island?
As of 12/05/23, there is no current red lava on the island. You can call or text our friendly staff for status.
