We were only in the flat for 1 night (due to early morning flight), but Richard provided us with everything we needed. He actually rents out the home he lives in, and then stays at one of the other properties he manages while you are there! We didn't run into any issues whatsoever, but if we had it is nice to know that he is close. He was very welcoming during check in, gave us tips on what to see, and was accommodating with our arrival even though we were unable to contact him while traveling. The apartment is in a PERFECT location in Milan. The apartment complex is unique with a great courtyard, close to the canals and nice restaurants, and still very quiet. I recommend staying here if you are ever traveling to Milan. Huge apartment with plenty of room for 4 people. Thanks, Richard!