Good Afternoon Devi, Thank you for your review for our property. And we apologize for the inconvenience you and your family experienced from our team. We are always committed to providing the best service so that our guests feel comfortable while staying at our property. Regarding the rules for check-in at 14.00 and check-out at 11.00, here is our explanation: 1. We clearly state the check-in/out time on the Traveloka application where check-in time is 14.00 and check-out time is 11.00. 2. On D-1 before your arrival, our team has sent back general rules including check in/out, unlock passwords, and other general information to you. 3. On D-1 too, you asked for a late check out time of 14.00 from what should have been 11.00 and you were willing to pay extra. We have explained that we cannot provide late check out even with an extra charge, because the next guest will check in at 14.00 on the same day. We have to do the cleaning for the next guest, which takes +/-3 hours due to the large area of the house. We apologize if the sentences conveyed via whatsapp to you seem less friendly. 4. If on the date you check out, our property is empty, then we will gladly consider your late check out request. Your review and input will be our evaluation in the future. In addition, you can see our service reviews and scores on the stay app. With an overall "satisfactory" review, we make sure that we continue to be committed to providing good service to our guests who stay. Thank you, Siji Vacation Home Management.