Elisabetta was most helpful prior and during our week-long stay. She answered all of my questions (what is tipping protocol, etc.) via email and even reserved a taxi to get my son and me to the airport on time for our departure (sadly). We did not have phone capability (just texting) during our stay in Italy--although there are pay phones throughout the city. Although we never met, Elisabetta left a map of cafes and restaurants which was most helpful.