I left a message regarding check-in, and Hoang called to clarify the information I had received in my email. My grandson loved the fish, and was thrilled that he and mom were able to feed them - there was a message on the refrigerator to call if you would like to feed them, and that request was also answered right away. Our only difficulty was that the lock does not always line up with the door frame well, so getting it locked was sometimes tricky. The floor plan was great for our group, and location was very convenient to get on 820.