If you want a stress free experience this is not the apartment for you. We asked Anna if arriving at between 10-11 was fine to which she said yes and that she would be there. The apartment is part of a complex of about 7 other apartments with the resident's surnames on the doorbells. Anna failed to tell us this and so we were unaware which doorbell to ring. After about 15 minutes another resident let us in to the main block upon which we were greeted by several doors. We worked out which apartment was Anna' s and no lights were on. We tried to call her number but it didn't work. An Italian man then tried on his phone and this didn't work either. We then contacted Anna on the app and she said she had arrived which was a lie as there was no one in the apartment or waiting outside of the complex. We waited for about 40 minutes in the dark and starting to worry about whether we would have somewhere to stay that night. Eventually Anna's mother arrived to let us in. She went to the door and informed us she had forgotten the keys. At this point we were both fed up and just wanted to get into the apartment. The mother insisted we get in the car with her to go back to get the keys. At this point we were both scared and not sure what was going on. Eventually the mother got the keys and let us into the apartment. This was a good hour and a half after we first arrived which is unacceptable. The mother was lovely and helpful but it's not an excuse for what we had to endure. It's also a shame as the apartment is perfect for two people and really lovely with about a 30 minute walk to the centre of Florence. I appreciate Anna's English isn't very good but if you are going to use a service like AirBnB you need to ensure you can communicate with your guests and be of some help. If you choose to stay here (and again the apartment is lovely), make sure you book a day flight otherwise you may be standing outside in the pitch black not sure what is happening.