Right from the start communication was excellent. This is a beautiful apartment within walking distance of the attractions, and also only 10 minutes from Stazione Santa Maria Novella. It really does look like the photos if not better, it is very comfortable and very clean. They went beyond their means to fix a problem with the heating very quickly, having found not one but then two tradesmen (when the first one could not fix it), within a matter of hours on the Saturday between Xmas and New Year (must have been very difficult). We were a family party of six adults and had plenty room for all of us. I would highly recommend to others and we would love to stay again when returning to Florence. As I am sure as others have said, it however it not for those with mobility problems or infirm since it is on the top floor (4th I seem to remember) and no lift.