The apartment is on the 3rd floor with no elevator. If you're driving, you have to park at a parking garage and find a taxi to go to the apartment because it's located in a ZTL zone. On our final night at the apartment, we decided to go out to shop. The key would not work to let us open the door. No one would answer their phone to help us. I even left a message on AirBnB for them with no response. Finally, after about an hour and a half, Emmanuele answered and said he couldn't help us and we had to call Lele. Lele didn't answer either. If there was a fire, we would've been dead! I was forced to call AirBnB for assistance, and they helped us immensely. That was the only way to get someone at the apartment to open the door. They even got us a small refund, which we very much appreciate. Needless to say, by the time we were let out of the apartment, the shops were closed. Never ever use this apartment!