The apartment was nice. It was as pictured, and did not surprise in any way once we got inside. The problem was that Italian way refused to answer my calls or respond with anything meaningful to my IMs. The keys were not in a lockbox near the door and I eventually (after 40-60 minutes on the phone.... which if you were on hold for more than 10 minutes automatically hung up on you and you had to restart at the back of the line for) figured out that I had to go to the main train station in Milan to pick up the keys from the Italian Way office there. It was terrible. On top of this, the confusion was such that I didn't arrive until after 10 PM, which according to the extra (emailed to me from them before they would talk at all to me) contract I signed, meant that I had to pay an extra 40 euros.
I will never rent an AirBNB from a business again.