We had very bad experience at Guilia's place. We booked the place for 2 days and 3 nights. From 22 to 25 of May. First when we arrived everything seemed fine. Guilia was pretty friendly, met us at the front of the house and gave us some helpful tips. We arrived 4 pm and left the house in 1 hour to look around and have dinner. So when we arrived at night we did not notice any issues, because we were so tired that just went straight to bed. In the morning when we woke up we realised that there is no hot water. I messaged the host and she sent me a video where she was explaining how to use the gas boiler, but it did not work, and then we realised there was no electricity in the house either – two systems seemed to be dependent on each other. So we sent her messages, that there are problems. She answered, that she lets owner to check it out. We were dealing with these issues about 2 hours and then we thought, let's just leave to sightseeing and hopefully they will fix the issues by night. We we in Rome for such a short time, so we didn't want to waste our time. All dressed up and just before leaving the apartment (without chance to take shower) electricity came back. We left, because we had already lost so much time. She sent us message and offered us to move to another place and refund, but as we had already left and electricity seemed working now so our first priority was not to move, but hoping that she will fix the issues with water. Especially that we were made believe, that the issues were not there to stay and everything is fine now. She messaged in 2 hours again, that owner went to the house and everything works correctly and 'of course the hot water wasn't working because the temperature of the water was put onto zero, someone touched the knob, maybe the guests before you...' she wrote. I certainly did not touch the knob, so I believe that she should have checked it before the new guests arrive. So when we arrived back to house late at night (1 am) and all the problems began again (electricity went on and off 6 times during 1 hour and eventually just did not come back at all) we decided, that there is no any other option than leave this place. We notified her via message at 2 am about the problems and she sent us message in the morning, that you already offered us refund yesterday 'and do not know what to do about it anymore'. I tried to call her few times and she did not answer. I sent her messages to explain once more the situation. She did not answer. We left in the morning. We rented another place via Airbnb (Sonder, 200 meters from Vatican, and it was superb). We felt so sorry, that we had not stayed there for entire time, everything was perfect and sparkling clean. So she sent us message at 12.53 pm saying that she was sleeping and could not answer. And promised to send us refund via Airbnb website. I contacted her week later and received her message via Airbnb, that none of the issues were actually real and she is not giving us any refund! Her exact words were: 'I think you are one of those people who try to sleep in places for free pretending there are some issues in the flat. I will call Airbnb too and explain the situation to them.' When I saw this message I could not believe my eyes. I have 2 small children and full time job, so I do not have much time to deal with these kind of issues, and I certainly do not enjoy writing bad reviews, but because she treated us in such unfair manner I can not leave it just like that. For the sake of us and of future clients as well. I see that most of the reviews she has are very good, and I am happy for these guests that everything went well on their stay, but this is the experience we had and could not keep it only for ourselves.