Owner's Response: Thank you for your comments. We are surprised and disappointed by the feedback. We have never received less than a five star rating since we began renting this home. We tried to fulfill your requests each day. Every effort was made to make your stay enjoyable. *When the home was booked in June, it was not advertised as having pool heat. The homeowner installed the heat pump just prior to the Christmas holiday and unfortunately there were a few glitches to work out. This guest was NOT charged the $300 for pool heat for that reason. The heat pump works great and our winter guests are very happy to have it. *There are ducks in the area and they do sometimes find their way to the pool. They are seasonal and we try to minimize their use of the pool by using several techniques including blowup floaty's in the pool, a temporary fence, plastic owls, and a motion activated sprinkler. *Unfortunately, some things need repair during a guests stay and we work hard to fix or replace quickly. The kitchen faucet was addressed immediately and replaced during this guests stay with a high-end Grohe fixture. *All of the front entry and lanai lighting is checked on a regular basis by housekeeping. The motion sensor lights were replaced immediately upon knowledge of their failure. *Window cleaning is done on a regular schedule and was done during this guests stay. *Cable and Internet all works great! A new router has been put in and the cable TV has never been a problem. *Because the house is in such a private and secure location, we have never felt a need for window treatments in the kitchen and dining room. The living room and bedrooms all have blinds. *The home is on a shallow bay and is not advertised as a swimming beach. The lead photograph for the listing shows an aerial view and the coral that is in the water. The best way to enjoy the water in front of the house is on a kayak or SUP. Kailua bay with its 2 1/2 mile long white sand beach is only a short, five minute, car ride away. Within the past year we have been blessed with many sea turtles swimming in front of the home - truly magical. *Many of the roadways in Hawaii are narrow and without sidewalks. We provide 3 bikes and there are many places to ride them in Kailua. Each guest, upon arrival, is personally greeted and given an orientation to the local area on a complementary map. We are very sorry this guest did not have the same experience as our other guests. Aloha, Julie