Dear Robert, Thank you for your review. As you received the unit instruction at the time you made a reservation, this unit needs our office staff's attendance for the guests check in. And as the instruction says, we ask the guests to check in between 3pm-5pm on the check in date (additional fees if checks in after 5pm or on weekends), and we also ask you to let us know what time you will be at the condominium in advance. However, your check in time was outside of the office hours and approximate check in time was not mentioned by you in advance. Please understand that this is the reason why you could not receive an on-call responses and this is the reason why we ask you in advance; we need to know in advance if you are landing late, so that we can have our office staff stay even after the office hours. Mahalo, Lei Hawaii Realty