First of all, I have never had to write a review like this. I waited to see if any resolution was offered to me from Marco, but it was not occurred. This was the worse AirBnb experience I have ever had. Although the location was perfect and the flat was very nice we did not have hot water in the kitchen or 2 of the 3 bathrooms. Marco was aware of this when check-in occurred and let us know it would be taken care of in a couple of hours. We also did not have heat in the entire apartment except for 1 bedroom. It was brutally cold, especially in the evenings and temperatures inside the apartment never went higher than 16 degrees Celsius and perhaps went lower during the nite. I sent a photo of the thermostat to Airbnb. This was never reconciled during our stay after repeated attempts by us. When we texted and called, there were times our texts and phone calls went unanswered. There was not enough toilet paper for 7 persons, no basic supplies (ie sugar, paper towels, dish towels). We were 7 persons and could not leave the facility to find other accommodations because of how many of us there were and it was during the holidays. It ruined our entire trip - a first trip to Europe for some in the group. Marco did not offer to refund money to me and I am highly disappointed in this experience. I will probably not use Airbnb again as this has soured me on future trips. If Marco had offered a refund to me, this would have taken the sting out of what was an awful stay. I had no choice but to dispute the charge. Also, when we left the flat, the situation was still not fixed and the owner had rented it to another party of people. I was surprised that he was allowing others to come into the flat without it having been fixed and wondered if the people coming next knew anything about our experience. I would think twice about renting this flat from Marco.