Alessandro and his team went above and beyond for us. The day before our arrival, they messaged to tell us the heater had broken in our intended unit. Rather than just canceling the reservation altogether, they upgraded us to the most lovely apartment in the best area at no additional charge. He met us personally at the apartment around our schedule (our train to Florence had gotten cancelled during a union strike, so we were much later than anticipated) and even helped us carry our luggage. Super quick response time, gorgeous place with an even better view. Our only note would be that the internet did not work for us the majority of our stay, but these guys still deserve 5 stars for their customer service and hospitality :)