We are sorry to hear about your experience. We have received your message about the door past 11pm. As you are already aware, our caretakers are not available 24/7 so as our team but we have tried to resolve the issue as soon as we can the following day only to find out that they have already checked out of the property. They requested to be refunded but they are already within the cancellation policy. We coordinated with the owner to refund these guests their remaining nights stay. Please know the listing discloses that this is a 2-part rental, guests are made aware of this before they even book the home. The location is safe as the owner herself used to stay at the property. We never had any complaints about safety or security issue from our previous and current guests.