Bright & Spacious Villa in Hollywood ★ 3BR/2BA ★ Heated Pool ★Walk to Beach

We would like to clarify the facts surrounding your stay to ensure accuracy. Check-In (December 31): • At 8:16 AM, you called requesting a 2:00 PM early check-in. We advised that there was a same-day checkout and that early access could only be granted if cleaning finished early, which could not be guaranteed. • You arrived around 1:30 PM and dropped off your belongings while cleaning was still in progress. This was permitted as a courtesy, and you were granted access once the home was ready. • Later that day, around 5:00 PM, we followed up with you via message. Nothing about the pool heater was mentioned. • Late Checkout Communication: The day before your departure, we contacted you directly to check on your stay and to ask whether you needed a late checkout. You requested a 3:00 PM checkout, and we explained that this could not be accommodated due to a same-day check-in. As an alternative, we offered complimentary luggage storage, which you accepted. You agreed to check out at 11:30 AM and return later to collect your belongings. • Thermostat Batteries: On that same day, we went to the property to replace the thermostat batteries after being notified. • Day of Departure (January 2): On the day of checkout, we were present at the property when you returned around 2:30 PM to retrieve your luggage. During this interaction, you appeared satisfied with the accommodations and expressed positive feedback regarding the stay, including appreciation for being allowed to store your belongings. • Property Condition: After departure, the home was found with food items and alcohol bottles left on the kitchen counter. This was observed by Marlene, who was present and can confirm the condition of the property as well as the interactions. Throughout your stay, we communicated clearly, addressed concerns when raised, and extended multiple courtesies beyond standard policy, including early luggage drop-off and post-checkout luggage storage. While we regret that your written feedback does not align with the interactions and communication during your stay, we want to ensure the events are accurately reflected.