While the location of this Airbnb is great and walking distance to many great sights, customer service is pretty non-existent and the hosts are pretty much hands-off if something goes wrong or needs attention. They’re also not very responsive.
Additionally, note that there are 2 flights of stairs to get to the apartment.
In my instance, we had 2 issues.
The first was when we asked a month and a half in advance to change our reservation from 4 days to 2 days. As our stay approached, we noticed we didn’t receive a response and asked Dorthea, the host again 2 days before we were due to arrive, in which she replied that minimum stay was 3 days - note that she replied during the 7 day timeframe that wouldn’t allow us a refund for changing to another Airbnb. After pointing out that had we known in advance, we would’ve arranged a different Airbnb, she then agreed to change it to 2 days.
The bigger problem was that we had one of the bedroom air conditioners not functioning properly due to the broken tube that connects it to the window to let hot air flow outside. Seemed like it was missing a part that glues it to the window. It was the beginning of June and 90 around 9 degrees outside, my mom didn’t sleep all night because the bedroom was so hot. In contacting Fabrizio, he stated he would “try to call the technician”. We came back to the Airbnb that evening to find it was still broken. In messaging Dorotea about it, she stated that they couldn’t get a technician to come by and fix it till the next day after we would be gone and attempted to justify not repairing it because she had been nice enough to allow us to only stay only 2 days instead of 4, not taking into consideration she was at fault for not responding to the Airbnb initial request to change when we requested it a month and a half in advance.
In mentioning this, she began to argue with me and flat out lied saying she initially denied it and only approved after we asked a second time, which there’s no record of in any of our communications.
The hosts didn’t offer any kind of solution or alternative or anything to diffuse the concern with the air conditioner that honestly seemed like an easy fix - it probably could’ve been fixed with duct tape.
Anyhow, the Airbnb was clean, had coffee and the basics. Everything else worked. Location was great.
I wouldn’t stay here again due to the lack of customer service. Once they have your money, they simply don’t care if you have a pleasant stay or are inconvenience by something broken.