Aloha Mark,We appreciate you sharing your experience at our Hilo Vacation Rental. We are genuinely sorry to hear that your stay did not meet your expectations, and we would like to address the concerns you raised.Firstly, we want to clarify that our property does not have signs threatening charges for items being out of place. We do inform guests about potential charges for late checkouts through signage, which is a standard practice to ensure our housekeeping team can maintain the property's cleanliness and readiness for all guests.Regarding the curtains, we apologize for any inconvenience you may have experienced. The tear was an unforeseen issue that was promptly resolved immediately after your stay. Our housekeepers noticed it after you checked out and immediately replaced them. We are committed to ensuring our guests' privacy and comfort.The folding of toilet paper into a triangle is a hospitality standard meant to convey attention to detail and care, not to limit usage. Our on-site manager checks and cleans the shared bathroom that you booked, multiple times per day & night, and after every check, we always refold the toilet papers to show that the bathroom was cleaned again. We also always provide spare rolls in the bathroom, and we regret if this gesture was misinterpreted.We understand your concerns about noise and want to assure you that we have a policy in place to minimize disturbances. Our on-site manager performs regular checks and maintenance to ensure a peaceful environment for all guests. We will review the events of that evening to better understand and mitigate such issues in the future.As for the blanket, our pre check-in photo records and confirm that an extra blanket was provided in your room, placed on a rack next to the towels. We are sorry to hear that you spent a cold night, and we wish we had been informed of this at the time. We sent an email shortly after your arrival to check in and would have been more than willing to provide additional blankets had we been made aware of your need.We strive for open communication with our guests, and it's disheartening to learn that your experience was not as comfortable as we aim for it to be. We take your feedback seriously and will use it to improve our service.Please feel free to reach out to us for any further discussion or to address any unresolved issues. Mahalo

Aloha Mildia,We have received your review and would like to address the points you raised about your stay at our Hilo Vacation Rental.Firstly, the presence of security cameras in common areas is clearly disclosed in your check-in instructions and on our listing prior to your arrival. Having security cameras is a standard practice to ensure the safety of all guests. As this is a shared house, these cameras are only in common areas shared by all guests and around the exterior of our home. There are absolutely no cameras present in private areas such as guest rooms. We expect all guests to respect the measures we take to maintain security.The custom of removing shoes inside the home is a well-established local practice in Hawaii, intended to keep the home clean for all guests. We provide clean house slippers on our shoe rack next to the front door which are clearly labeled for our guests' use, and this expectation is communicated clearly upon arrival. It is disappointing to note that, despite being informed by our housekeeper, you chose to disregard this practice, which we consider disrespectful not only to our staff but also to the local customs.Our shared bathroom facilities are checked and cleaned multiple times throughout the day and night by our on-site housekeeper to ensure they are kept to a high standard of cleanliness. The suggestion that these areas were not clean is at odds with our daily inspections. Regarding your comment on pests, your pre-check0in photo records of your room prior to you checking in, show that the room was in excellent condition upon your check-in. In a tropical climate such as Hawaii's, insects can occasionally intrude despite our best efforts. However, we take all necessary precautions to prevent such occurrences.It is regrettable that you did not utilize the provided contact information to communicate your needs during your stay. Our staff is always ready to assist with requests such as for an iron, and ignoring the proper channels for communication is not conducive to a positive guest experience. You also apparently did have contact with our housekeeper when he asked if you would kindly remove your shoes and you refused. You could've asked him for an iron and he would've gladly provided you with one. He is the "cleaning lady" you said you never saw during your stay. We take the behavior towards our staff seriously. Our team works hard to provide a welcoming and comfortable environment for our guests, and any form of rudeness towards them is unacceptable and will not be tolerated.We trust that future guests will approach their stay with the respect and courtesy that is due to both our property and the individuals who maintain it.Regards,

Aloha Bruce,Thank you for sharing your feedback with us. We’re sorry to hear that your experience did not meet your expectations. It’s important to note that our check-in time is clearly stated as 3pm. We noticed you attempted to check in before this time, which is why the room was not yet ready and the door codes were not sent. Our policies are designed to ensure the privacy and security of all our guests, and we adhere to them strictly.As for the TV and WiFi, each room is equipped with a Smart TV that includes access to streaming services like Netflix. The WiFi password is prominently displayed in each room next to the light switch and is also included in the check-in instructions sent at 3pm. We regret that you missed these details and apologize for any frustration you experienced.Your feedback is valuable to us as we strive to improve our guest experience. We hope you’ll consider giving us another opportunity to better serve you in the future.Mahalo

Thank you for sharing your experience with us. We apologize for the issues you faced during your stay with us at the Hilo Vacation Rental. We understand that you had concerns about the cleanliness of the room and the state of the bathroom and furniture. We are sorry that you did not have a comfortable experience with us.We wish that you had let us know about these issues during your stay so that we could have addressed them in a timely manner. As a small family-run business, we take all feedback very seriously and strive to provide the best experience possible for our guests.Since your stay in December 2021, we have been continuing to make improvements to our property. We hope that you will give us the opportunity to show you the progress we have made in the future. If you have any further concerns, please do not hesitate to reach out to us. We value your feedback and would be happy to discuss your experience with you further.

Thank you for your review of your stay with us at Hilo Vacation Rental. We are glad to hear that you enjoyed the spacious room and bathroom during your visit.We appreciate your positive feedback and are grateful for your business. We hope to have the opportunity to serve you again in the future.

Thank you for taking the time to leave a review and rating for your stay with us at Hilo Vacation Rental. We are so glad to hear that you enjoyed your time with us and found our property to be a comfortable, clean, and pleasant place to stay while in Hilo. We appreciate your kind words and are grateful for your business.We are also glad to hear that you found our location to be easily accessible by public transport from downtown Hilo. It's always our goal to make our guests' stays as convenient and enjoyable as possible, and we're glad that we were able to do that for you.We hope to have the opportunity to serve you again in the future and provide you with another comfortable and pleasant stay in Hilo.