You will not see Lucia, you will see a professional, hence nothing to see with the airbnb expectation. No dialog, no flexibility, penalty to be paid immediately without discussion because we arrived late due to a flight delay, no possibility to leave or even ask about the best way to leave our luggages on the day of departure. The agency told us that the only way to close the entrance door was to slam it, what we did and we were told off by the neigbours !!! Of course the real Lucia would have acted differently !!