We stayed in The Reef from the 26th to the 31st December with 2 young kids and a baby. Communication with Aura was quick and effective. However, the day before our arrival we received a Whatsapp message from an "administrator" requesting information that had already been provided. This happened several times during our stay. We received conflicting information via both channels which was a bit confusing.
Check in was easy and the person in charge was very nice.
The flat description says breakfast included. The host said via message this was a mistake but confirmed she would provide us with breakfast, which she didn't without further notice. This was disappointing as we arrived on 26th December and available shops / restaurants were very limited.
Cleanliness could be improved. When we arrived there was half used perishable food in the kitchen (both in the fridge and cupboards) and a couple of half used medicine jars. There were crumbs in the kitchen table, crockery was not particularly clean and the kitchen cloths were very well used and dirty. Also, the bathroom was not very clean, including mould in the sink and hair in the shower. We tried to use the washing machine but it was full of bedding and towels (probably from previous guests). The toilet door handle was broken and you could very easily get locked inside (not great with kids!). We informed the host and said it was ok to leave it like that. The shower drain was also broken.
Other than that, the flat is well situated within 20 mins via bus/tram from Milano Duomo. Rooms are spacious and the flat is warm and comfortable. The beds are great. Pillows could do with an upgrade.
We requested a late check out which was refused. This was particularly disappointing as we were travelling with 3 young kids and had to carry 5 bags with us for the day. The host didn't offer an alternative and was not helpful at all on this regard.