Frequently Asked Questions

FAQ

Frequently Asked Questions & Policies

Reservations

What time is check-in / check-out?

We ask that you try to arrive between 3 - 6 pm, but understand that travel days do not always allow for this.

If arriving outside of check‐in times, please call to make arrangements and be certain you have the door code. Call Dave at (808) 747‐ 1480 or email info@thecratersedge.com. 

Check-out time is 10 am. If you need to stay longer, let us know and we will try to accommodate you if possible. 

How do I change or cancel my reservation?

If your travel plans change and you must cancel your reservation, please call us at least 2 weeks prior to your arrival date to cancel your reservation and receive a full refund of any deposit paid. 

In the event that you must cancel with less than 2 weeks notice, shorten your stay or check out early, please understand that we must ask you to take responsibility for your entire reservation. If we can rebook your room(s), a full or partial refund will be made.

How do I make my payment?

We require 50% deposit at time of booking. The balance will be charged the morning of your arrival.

The full amount is due at booking if the window of time between booking and actual stay is less than two weeks.

Your billing will appear as "At The Crater's Edge" on your credit card statement.

Do you have an age requirement?

At the Crater’s Edge is a tranquil, relaxing retreat best suited for adults. Children are allowed, but each suite only accommodates one king-size bed. Please keep this in mind when making reservations with us, and we look forward to having you here At the Crater’s Edge.

I am a Hawai'i resident; do you offer a kama'aina discount?

We do offer a 15% discount to Hawai'i residents with a valid form of identification. Please reach out to us at info@thecratersedge.com to have the discount applied. 

Planning Your Trip

What's the best way to travel to the Big Island?

The island has two major airports:

  • Kona International Airport (KOA) on the west side, ideal for beach resorts and sunny weather.
  • Hilo International Airport (ITO) on the east side, closer to lush rainforests and Hawaii Volcanoes National Park.

If you're already in Hawaii and planning to island-hop, inter-island flights via Hawaiian Airlines or Southwest Airlines are quick and affordable.

How do I get to At the Crater's Edge?

At the Crater's Edge is approximately 45 minutes from Hilo and 2-2.5 hours from Kona. For more information, visit our Getting Here page.

What are your favorite local restaurants?

Read more on our Local Volcano Favorites page.

Please note that many restaurants close by 8 or 9 pm - it's recommended to call ahead for hours and availability. 

What should I make sure not to miss on my visit?

How long should I stay?

We suggest allocating 2 days to experience the highlights of Hawaiʻi Volcanoes National Park and cover major sights like the Kīlauea Caldera, Thurston Lava Tube, and Chain of Craters Road.

However, if you're a nature enthusiast or avid hiker, consider staying 3 to 4 days to explore the park’s diverse trails, cultural sites, and nighttime lava viewing opportunities. Staying longer also allows for flexibility in case of weather changes or volcanic activity.

We also encourage guests consider making At the Crater's Edge their home base for exploring other scenic highlights on the southern half of the Big Island, such as South Point, Hilo, and Mauna Kea stargazing. Returning to our relaxing sanctuary is the perfect way to end a day of adventure and exploration! 

What's the weather like in Volcano?

Volcano, Hawaii enjoys a cooler and wetter climate compared to other parts of the Big Island due to its higher elevation (around 4,000 feet). Here's what to expect:

  • Temperature: Daytime highs typically range from 70–76°F (21–24°C), with nighttime lows around 58–61°F (14–16°C)
  • Rain: Light showers are common, especially in the evenings and early mornings. Pack a rain jacket or umbrella just in case.
  • Humidity: Moderate to high, contributing to the lush rainforest surroundings.
  • UV Index: Often moderate to high, so sunscreen is still a good idea even on cloudy days.

At the Crater's Edge has thoughtful touches to help you stay cozy on the chilly nights; from heated bathroom floors to our rainforest hot tub to romantic gas-powered fireplaces in each guest room. 

Because weather can shift quickly in Volcano, it's best to dress in layers and check the before heading out.

Once You're Here

How do I connect to wi-fi?

Each room has its own wi-fi connection information; find the wooden block on your nightstand and flip it over for the network and passcode. 

What is offered for breakfast?

In addition to housemade welcome-to-Volcano banana bread and forever replenishable fruit bowl on the table by the window, you’ll find a refrigerator, microwave oven, and fully stocked snack bar in the armoire. The snack bar contains a variety of breakfast foods such as cereal, milk, yogurt, and granola bars. 

Everything you see is yours to eat, and if you need refills on anything, just let us know.

What housekeeping is done during my stay?

Out of respect for our guests' privacy, no daily housekeeping is provided.

On stays longer than 3 nights we change bedding, provide new towels and remove trash.  In the meantime, if you need restocking on anything, you may always request it.

How can I contact you if I need something?

Before, during, or after your stay you can contact Dave at 808-747-1480. 

If you need to reach us over email, contact us at info@thecratersedge.com. 

How do I work the hot tub?

Follow the covered walkway to the back lanai to our hot tub. (The walkway lights are on a timer, the lanai lights are turned on with manual wall switches.) Remove the tub’s cover and activate bubbling via the button panel on the tub’s edge. The only button you’ll need is the far-right one: Push once for bubbles, press twice for BUBBLES, and don’t worry about an off switch, it’ll time out automatically.

I left something in the room after check-out - how can I get it back?

Contact Dave at 808-747-1480 or info@thecratersedge.com to have your belongings shipped back to a convenient location. 

Policies

Privacy Statement

HERE’S WHAT WE BELIEVE ABOUT USER PRIVACY AND DATA PROTECTION
  • User privacy and data protection are a necessity and our duty
  • We have the duty of protecting personal data
  • Data is a liability, it should only be collected and processed when absolutely necessary
  • We dislike spam as much as you do!
  • We will never sell, rent or distribute your personal data
  • We will not make your personal information public without your consent. Your personal information (name) will be made public only if you wish to make a comment or review on the website.
RELEVANT LEGISLATION

Along with our business and internal computer systems, our website is designed to comply with the following national and international legislation with regards to data protection and user privacy:

WHAT PERSONAL INFORMATION WE COLLECT AND WHY

Below is a description of what information is collected and reasons for collecting it. The categories of information collected are as follows:

  • SITE VISIT TRACKERS
    Like most websites, this site uses Google Analytics (GA) to track user interaction. We use this data to determine the number of people using our site, to better understand how they find and use our web pages and to track their journey through the website.
    Although GA records data such as your geographical location, device, internet browser and operating system, none of this information personally identifies you to us. GA also records your computer’s IP address, which could be used to personally identify you, but Google does not grant us access to this. We consider Google to be a third-party data processor. GA makes use of cookies, details of which can be found on Google’s developer guides. Our website uses the analytics.js implementation of GA. Disabling cookies on your internet browser will stop GA from tracking any part of your visit to pages within this website.
    In addition to Google Analytics, this website may collect information (held in the public domain) attributed to the IP address of the computer or device that is being used to access it.
  • REVIEWS AND COMMENTS
    Should you choose to add a comment or review on our site, the name and email address you enter with your comment will be saved to this website’s database, along with your computer’s IP address and the time and date that you submitted the comment. This information is only used to identify you as a contributor to the comment section of the respective blog post and is not passed on to any of the third-party data processors detailed below.
    Your comments and the associated personal data will remain on this site until we see fit to either
    • Remove the comment or
    • Remove the blog post.
  • NOTE: You should avoid entering personally identifiable information to the actual comment field of any blog post comments that you submit on this website.
  • FORMS AND EMAIL NEWSLETTER SUBMISSIONS ON THE WEBSITE
    If you choose to subscribe to our email newsletter or submit a form on our website, the email address that you submit to us will be forwarded to a third-party marketing platform service company. Your email address will remain within their database for as long as we continue to use the third-party marketing company’s services for the sole purpose of email marketing or until you specifically request removal from the list.
    You can do this by unsubscribing using the unsubscribe links contained in any email newsletters that we send you or by requesting removal via email. When requesting removal via email, please send your email to us using the email account that is subscribed to the mailing list.
    Listed below are the pieces of information that we may collect as part of servicing requests on our website:
    • Name
    • Email ID
    • Phone
    • Mobile
    • Address
    • City
    • State
    • Postal Code
    • Country
    • IP Address
  • We do not sell your personal information to third parties. We may share a limited amount of data with listed Third-Party data processors only towards servicing your requests or improving our offering.
  • EMAIL LINKS
    We only receive an email when a user mails us using an email link. There are no third-party data processors or intermediaries involved.
    The data is collated into an email and sent to us over the Simple Mail Transfer Protocol (SMTP). Our SMTP servers are protected by TLS (sometimes known as SSL) meaning that the email content is encrypted before being sent across the internet. The email content is then decrypted by our local computers and devices.
  • REVENUE RECOVERY EMAILS
    As part of the Revenue Recovery model, we work with re-marketing service companies to send notification messages if you have abandoned your cart without making a purchase. This is for the sole purpose of reminding customers to complete the purchase if they wish to. The re-marketing service companies do a real-time capture of your email ID and cookies to send an email invite to complete the transaction if the customer abandons the cart. However, the email ID of the customer is deleted from their database as soon as the purchase is complete.
  • “DO NOT SELL MY DATA” – WHY WE DON’T HAVE IT ON THIS WEBSITE
    We do not sell personal information of our customers or of minors below the age of 16 years to third-party data collectors and hence the “Do not sell my data” opt-out button is optional on our website. Reiterating, we may collect your data for the sole purpose of completing a service request or for marketing communications. If you wish to access or erase your personal information, you can do so by submitting your details here.
  • IMPORTANT NOTICE FOR MINORS SHARING PERSONAL INFORMATION
    If you are under 16 years of age you MUST obtain parental consent before:
    • Submitting a form
    • Posting a comment on our blog
    • Subscribing to our offer
    • Subscribing to our email newsletter
    • Making a Transaction
  • ACCESSING/DELETING PERSONAL INFORMATION
    Should you wish to view or delete your personal information, please email us here with the email address used, your name and deletion request. Alternatively, you can fill out the form at the bottom of this page to view and/or delete your data stored with us

Third Party Data Processors

We use a number of third parties to process personal data on our behalf. These third parties have been carefully chosen and all of them comply with the legislation set out in section above. If you request for your Personal information to be deleted with us, the request will also be forwarded to the parties below:

Cookie Policy

his policy covers the use of cookies and other technologies. The types of cookies we use fall into 3 categories:

  • ESSENTIAL COOKIES AND SIMILAR TECHNOLOGIES
    These are vital for the running of our services on our websites and apps. Without the use of these cookies parts of our websites would not function. For example, session cookies allow a navigation experience that is consistent and optimal to the user’s network speed and choice of device.
  • ANALYTICS COOKIES AND SIMILAR TECHNOLOGIES
    These collect information about your use of our websites and apps and enable us to improve the way it works. For example, analytics cookies show us which are the most frequently visited pages. They also help identify any difficulties you have accessing our services, so we can fix any problems. Additionally, these cookies allow us to see overall patterns of usage at an aggregated level.
  • TRACKING, ADVERTISING COOKIES AND SIMILAR TECHNOLOGIES
    We use these types of technologies to provide advertisements that are more relevant to your interests. This can be done by delivering online advertising based on your previous web browsing activity. Cookies are placed on your browser which will store details of websites you have visited. Advertising based on what you have been looking at is then displayed to you when you visit websites that use the same advertising networks.
    We may also use cookies and similar technologies to provide you with advertisements based on your location, offers you click on, and other similar interactions with our websites and apps.

Data Breaches

We will report any unlawful data breach of this website’s database or the database(s) of any of our third party data processors to any and all relevant persons and authorities within 72 hours of the breach if it is apparent that personal data stored in an identifiable manner has been stolen.

Changes to our Privacy Policy

This privacy policy may change from time to time to conform with legislation and/or industry developments. We will not explicitly inform our clients or website users of these changes. Instead, we recommend that you check this page occasion.

No answer to your question? Please ask! 

Email Us

info@thecratersedge.com

Call, Text, or WhatsApp Us

+1-808-747-1480