The experience started a little rough. Our check-in date was approaching and we never received confirmation of the location address or how to access the home. Luckily, I was able to find the place based on photos posted (home is exactly as pictured!). When we arrived at the home, the previous renters were still there! I guess they decided on their own to stay another night since they never received instructions how to check-out. My guest ended up sharing the home with the previous renters. It was a bad situation, but luckily we had friendly tenants who worked with us through it. Hui responded the next morning and apologized that he was out of town and didn't have access to his phone. He took care of the situation and provided us a refund for the first day we had to share.