The house and location are five stars. The master is upstairs with a bedroom downstairs and lots of space. We fit 7 adults comfortably. The lanai is beautiful. Every detail in the house is beautiful. The three stars is for the property management company.
1. Two weeks prior to arrival, I requested a late checkout as our flight was at 11pm that night. I was told to request it 24 hours prior to checkout. When I did that, I was told I had to request it 48 hours prior and then was told I could stay until 2pm. The cleaners showed up (they were lovely) at noon and had no idea we had a late checkout. We went ahead and left so they would have time.
2. A member of our party arrived earlier the day we arrived. I sent her all the information that I received from the property manager. Unbeknownst to us there are three codes to get in. A gate code, door code and alarm code. I did not get the email with all the codes until 4 pm while I was flying. She sat in the dark with pouring rain and no service for hours with no way of getting in. Very unsafe and when I called the property manager upon landing they kept saying they would call her but she had no service at the house.
Would I stay in the house again? Yes because I love Volcano even though it is 2 hours to Kona. But… not without a local contact and bypass the property manager all together.