I was looking forward to staying at Residenze D'Epoca due to the reviews, but my experience, unfortunately, was quite negative. I was traveling to Florence by car with my 75-year old mother on a trip we have been planning for years. Unfortunately, due to traffic, we had to arrive after the 7 p.m. check-in time. The girl who was running the "office" sent me and my mother several messages asking us when we were to arrive. It should be fairly clear that this is a business set up like a hotel and not really a typical airbnb. I was driving as fast as I could an we drove directly to the airbnb. When I communicated to the girl that we would be late, she wrote "Don't warry [sic], it's just that you have to pay the late check-in fee of 30 euros." Because I received that message, we continued to rush to get there, but did not make it until 9:45 that night. At 8:00 p.m., I received a furious call from the girl, very angry, saying that I should get another airbnb. As an airbnb host myself, I understand the frustration of when guests are late, but I also know that I am a host, and within reason, I provide ways to accommodate people to check-in up until 1 a.m. This girl was yelling over the phone and stating that I hadn't communicated with her when I clearly had responded in writing and pretended that her message stating "Don't worry" didn't actually occur. Both my mother and I were beyond stressed to be driving into Florence with a really unprofessional girl yelling that we should find another place before 9 p.m. I find that incredibly immature and unrealistic. Of course we were very sorry that we had to be late. But it is never appropriate to threaten to cancel and yell at clients, especially at that time of night. This airbnb is run like a hotel without hotel hours and it does not feel like an airbnb in terms of hospitality. There is a desk that is run by 20-something girls. Obviously, it was a very uncomfortable stay for us and there was no hot water for the shower. Another girl who checked us in was very nice, but I would recommend that the girl who called us screaming seriously think about what an airbnb really is, talk to her boss about the check-in situation to make it easier for herself and her colleagues as well as the guests, or find another job.