Because the house is located up on the hills of Mt. Etna, cell phone service and internet service was unreliable for us. A few days before we arrived Rosario emailed me a couple of times to find out when I would arrive. I responded to him twice but we found out later that he had not received our messages because of not having reception on our end. They did their best to receive us, but in the end they weren't there when we arrived. When we did get there their kind neighbor next door heard our children and came out to help us. He took us on a walk around the village looking for Rosario and asking all the people that drove by if they had Rosario's phone number. In the end we finally found someone who had his contact info. Rosario showed up shortly after feeling very ashamed that he hadn't been there. It really wasn't his fault. The apartment was just as described in the listing. In fact, it was better than the listing. So home like. They even had toys, books, and maps of the area we could use. They even brought us a home made cake the next day which was really the best cake we tasted during our whole stay in Italy. Very kind people.