Avis Hilo Vacation Rental

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