Amy was not available on-site, but we still had very quick responses from her messaging. She was very eager to give as much information as wanted to make sure we knew where to go for specific desires as in chocolate, coffee, parking, you name it. On-site Marvin was available, and was graciously flexible with the check-in time, despite a last minute change. The place is as lovely as the pictures show, and it really added to our fantastic stay in Firenze!