Such terrible situation has happaned first time with me during travelling. We've arrived to Bari with my 60 y.o. farther late evening and agent Evelyne who was late on 20 min finally has met us. In general, the apartment is OK-- clean and new, location is not very good, but Bari is not a big city-- so that also should not be a problem.
The apartment has no heating as mentioned in description-- that was really critical for us in the middle of November. Other problem-- a papers (contract or something else) in Italian language agent asked us to sign. I've told that we need heating and translation of the papers. And here we've got a surprize-- "you can go away if you do not like the apartment and do not sign a papers"-- agent told us..... This story has a happy end-- we went to the cafe with wifi and booked other apartment and Airbnb later satisfied our claim and returned 100% of the payment. But it was really stressfull, unfriendly and non-professional to send guests to the street late night.