We had planned to stay in one of the cabins offered by the Operators of Volcano House. My 6 yr-old daughter was very excited about the bunk bed. Unfortunately we only discovered at check-in that the cabins are three miles down the road in the National Park and not adjacent to the caldera like the hotel. The leading criterion my wife had is that our accommodations were close enough to the caldera that we could walk there and see the glow that evening. Oops!, I am responsible for missing this because I booked the reservation online through their website - it's right there in the first line of the description! I only note it here in order to help you avoid making the same mistake. So, the hotel...
We were fortunate enough that there were two rooms remaining and the Front Desk changed our reservation on the spot. He even gave us a break on the price given the hour of the day and their obvious desire to book the rooms.
We had a standard room on the side of the hotel opposite the caldera so no view of the glow from our room. But the sitting area, inside and out, behind the lobby was fantastic. The beds were comfortable, every single hotel and restaurant Staff I spoke with was friendly and helpful. I have the sense that the Hotel Management goes to great lengths to train the Staff because their execution was consistent and so very courteous (as it should be).
In the morning I wanted to get some ice for our cooler of drinks and sandwiches. I asked at the front desk and she told me to run and grab my cooler. When I returned, a very nice woman from the restaurant (very yummy and also great service) took me to their ice machine and she filled the whole cooler for me - so nice. I overheard housekeeping Staff offer hiking suggestions to other guests, the woman in the gift shop was just as helpful. The Volcano House Staff seem to enjoy their jobs and it was reflected in their personalized and professional service.
We will definitely stay at Volcano House again. We love to visit the Park and making it an overnight trip of it from Kohala is definitely the way to go. Great service.