We had a great stay with Chiara, and although we never met her, she was always a short phone message away! She let us leave our bags at the apartment early so we didn't have to drag them around Florence. She also called us a taxi the last day to save us some confusion with the language barrier if we had to do it ourselves! Overall it was a GREAT stay: beautiful, clean apartment, good location, and friendly host. I'd definitely stay again!