We booked 3 nights at Bettina's apartment, however the heater/AC unit was not working. We stayed one night without heat. We told her about the heater and she promptly came over (even though she wasn't in Florence at the time). For the other 2 nights she put us up at a nearby B&B and paid for the 2 nights. She also compensated us for the 1 night we had in the cold. She was very caring and concered about out well being.