Our experience started off pretty well, Silvia responded to our messages promptly and gave us a few must-do's while in Rome, and set up a car to pick us up near the airport (€50). Check-in went smoothly, and so did the first few days. The description of the location was very accurate- it is in the heart of Rome and close to many main attractions, however the sleeping arrangements were misleading. It is described to have a king bed, a sommier bed, and a sofa bed....The loft had 2 twin beds pushed together (a "king"), a futon ("sofa bed") and then a chair that converted into something smaller than a twin bed. Anyways, we stayed for 8 nights, and on the 7th day, us 4 girls were gone all day - sight seeing and shopping. Unfortunately, my friend who had the key had her purse stolen- we had no way to get in the loft. We called Silvia a few times, all resulted in no answer, as well as a message on Airbnb, also with no answer. We slept outside for 9 hours in the freezing cold shaking in the lobby (which is outside). When our neighbors woke up, they also called her twice with no answer. Our neighbors were more helpful and made sure we had all the numbers to contact her. What is the point in giving us a phone number if we never get a response? Don't forget, this was four 20 year old girls in a different country sitting in a back alley shaking and in tears because of how unsafe we felt. We eventually called again at 10 am and this time she did answer. We told her the situation and that we needed to get in, and she said "I gave you two keys, this is not my fault you were outside all night. It is a nice day here in Rome and I am going to enjoy the weather, I will stop by maybe in 2 hours or so." And then hung up on me. Yes I realize we should have brought the second pair of keys out, but our friend's purse was stolen so there was nothing we could do. Silvia had no sympathy towards us whatsoever. When she arrived at 12:45 pm, she didn't even acknowledge us sitting in the hall shaking (literally teeth chattering) and continued to talk to her friends. I could tell she was telling them about how we were locked out and it was very rude and unprofessional. Her son was standing there and he was the one to get the key for us and let us in. It's very unfortunate our trip had to end in this way. If we were to stay in Rome again, we will NOT be staying with Silvia because of all the hassle she put us through. Yes we did leave the place a bit messy and didn't clean everything up, but this is because we didn't feel the need to...