I've stayed in countless Airbnbs & similar. Some have been gorgeous, some okay. All have been acceptable. All the hosts have been wonderful. That was until Florence. I stayed for just 2 of the 6 nights I had booked at this listing. The nightmare started with check-in. All done remotely from the host, you phone a number which unlocks the entry door to the building, you then phone again to unlock another door to his two apartments, then the key is found in a locked box. All is accessible after 2pm in accordance with the check-in time on the listing. I did as instructed at 2.04pm and nothing worked. Forty minutes later I was let into the building by a neighbour who rang the host, Jacopo, to open the second door. He tried to insist that I was early & that check-in is 3pm. He needs to read what he says in his listing!
When I finally gained entry I was greeted by a dirty and untidy glassed in inner courtyard used as a dumping area for discarded items & builder's remnants. I tried turning on the overhead bedroom light (no window in the bedroom) & found it wasn't working. Only one little bedside lamp was functioning bcos the bulb was blown in the other. Looking around I saw how dirty the place was. Dirty kitchen sink, greasy stove-top metal grill caked in gunk. Brown/yellow gunk on the bathroom light switch. Toilet flusher button dirty. I don't even want to think what those marks were. I later found 2 dirty plates in the cupboard. Out on the balcony there was a chair with broken timber slat. Poorly stocked kitchen - only 3 forks provided. No facility to sort rubbish (a govt requirement) in the dirty cupboard under the sink & instructions on sorting were stained with water so were unreadable. The listing says there's a coffee machine. All that's provided is a stove-top coffee maker. The place is poorly maintained with marks on the walls & chipped paint work & incompleted building work. Careful when you sit on the couch bcos you could do yourself an injury. It's so hard as there appears to be no padding remaining on the frame of the sofa bed.
On my first morning there was no hot water. Jacopo said he'd be there in an hour but took two hours. While he was there I raised the issue of the lack of cleanliness and suggested he have a chat to his cleaner. This is particularly important during covid. He agreed he needed to do this.
The following morning there was no electricity. Jacopo came and flicked the switch on the mains which he has located in his other apartment. Is this legal? While he was there I pointed out that the iron wasn't working properly as water was pouring out of it when you stand it up. He refused to take responsibility for it. He claimed it was the cleaners fault for not checking it. I pointed out that it was dangerous. It was then he started shouting about the rules. He stormed off and got a little framed sign & kept pointing at it saying "This is not a hotel, this is not a hotel". He later sent me a message saying "The iron is NOT provided to guests, as reported in the reservation. If you use it it's just for my kindness it's not a birthright . . ." So I guess unless he has individually listed every item in the apartment you're not supposed to use them. Better not sit on that kitchen chair or lean on that cushion!
Speaking of what's included in his listing, I never did find the "city skyline views". Not easy when you're only on the 1st floor.
I contacted Airbnb, got my money back including compensation. Jacopo initially tried to stop me from giving a review. I wasn't buying that. Maybe this review will make him take some personal responsibility & put some work into managing and maintaining his property if he wants to make money out of renting it to tourists. It's not a 'set and forget' business. Airbnb use the term 'host'. Jacopo needs to acquaint himself with the meaning of the word. Until such time, I recommend you find somewhere else to stay. There's plenty out there. You'll be doing yourself a huge favour.