When we arrived, we were told that we had no keys and that we would either have to wait until 17:30 or if we left the door would be unlocked and all our belongings could be stolen and the hostess didn't want to be responsible. We ended up waiting until 17:30 and the hostess was 20 min late arriving at 17:50. It was our last night in Milan and we lost valuable time.
Overall, the space was clean and comfortable and a good location. For the time inconvenience, I would've expected a small compensation on a relatively expensive rental. No one reached out to give a formal apology.