We have been staying at Airbnb's for 5 years now - and all of our experiences have been great - but this experience was the absolute best. The apartment was in a great location and was very clean and roomy for our family of 7 - but the best part about it was the customer service. The airline lost our luggage and that started a series of unfortunate events that could have ruined our family vacation that we had saved and planned for for 2 years - but Emerson did more than get us into our Airbnb - he called to check on us at the airport, met my husband and our family at the apartment personally, to let them in, show them around and brought a nice bottle of wine. He continued reaching out and checking on us - took over locating our luggage and setting up transportation to our cruise so that we could enjoy our time in Rome vs sitting on a phone with the airport and transportation - he was a game changer and saved our vacation - sincerely. Emerson made our Airbnb experience the absolute best travel experience we have ever had. thank you!