Did not have a great experience. During check in, Serena informed me she was in a rush, I noticed it was cold in the apartment and asked Serena about increasing the heat. She was not sure on how to do so and said she would get back to me. Unfortunately, she never followed up the whole day therefore the next morning I sent a message again inquiring about the heat. No one came to help until nearly 19 hours later that night after the second time I asked about the heat. I spent my first day/night ever in Rome freezing with little communication from Serena. When I spoke to Serena about the situation instead of being empathetic to me as a guest she was argumentative mentioning how help came within 24 hours (help came 19 hours later) I hope in future she is able to accommodate her guests quicker or communicate better if she cannot do so. The apartment was beautiful.