Hollywood Hills - Hilltop Penthouse - Breath Taking Views

We were really surprised and disappointed to receive this review, since almost all of our prior reviews have been 5 stars. Mostly, we are sad that these guests did not enjoy the home. Unfortunately, they never mentioned anything during their stay, and we pride ourselves in responsiveness to our guests. The house is in no way “half renovated”, and honestly we have never received these types of comments. While we disagree with a lot of what was said, we did take the time to go through the house and make some changes and upgrades since we, as owners, do appreciate and care about feedback from our guests; we welcome constructive criticism, and want our guests to have the best experience possible. Upgrades have been made to the linens, bedding and kitchenware. We have a full time in-house housekeeper, and let each of guests know ahead of time that if they have any issues whatsoever, they are to call us immediately so that we can rectify the situation at no cost. We have no idea why these guests never contacted us during their stay. As far as the additional fees, we only charged a cleaning fee which is standard, and refunded the entire security deposit on time. The VRBO service fee is standard and we have no control over that, as well as the bed tax, which goes to the City of LA. Before their stay, we even refunded an entire night’s stay, that they had accidentally asked for. There were no hidden fees whatsoever. We provide one off street parking spot in front of the home (and do have room for another car if requested), which is critical in the Hollywood Hills where parking is always an issue. Perhaps this group had several other people over (and cars?), but never let us know that, and we could have been happy to help them with the parking situation. After 10 years in this business, we do realize that sometimes it’s just impossible to please everyone, although we would have loved to have been given the chance in this case. We truly believe that for $4-500 per night, this 3 bedroom home that sleeps 6 is an amazing alternative to a $500 hotel room for 2 people in Hollywood. The size of the home, the space, the decor, the views and the proximity to Hollywood are incomparable in our opinion.

We were quite surprised to read some of these comments because we never heard from these guests during their stay. We wish they would have voiced their grievances to us during the stay so that we would have had the opportunity to address them at that time and so that we might have potentially found some resolve. For example, anything they felt was unclean could have easily been solved within an hour or two. We have an on-call housekeeper available to specifically address our guests individual needs. While we appreciate the feedback, we don't agree with all of the comments, as we have had many very satisfied guests in this this home. For a 3 bedroom, 3 bath, home with kitchen, living room and 2 balconies in the Hollywood Hills, this home is an amazing value. However, we are always looking for ways we can continually improve our level of service.

Glad you enjoyed your stay!

We were very upset to hear of Yongjian's review. He came in and demanded a very low price, which we would generally not accept, but made the exception. Then when he arrived, he complained about there not being enough light, and that the towels and sheets weren't clean. The towels and sheets were brand new, and I even offered to bring them new ones. There was no pleasing this family, believe me I tried. We have had many happy tenants staying with us since this occurred, and haven't heard these complaints again. As per his statement of us promising to return his money, I told him in the home before he left, that I would attempt to re-rent it, and if I was able to I would refund the money, but it was last minute, and his stay with us was very short, so I told him it was unlikely. Their english was not very good, so it also made communication between us difficult, perhaps this is where the mixup occured with the payment. Either way, I'm sad to hear of their experience, and I would wish it upon no one, but I know from experience and many happy guests, that this home is a beautiful place to spend time.. very comfortable, with full amenities, and a breathtaking view.