The location is great and the value is good - but to be honest, I've had a really bad experience in terms of communication with them. Everything is 100% online, there's no one in the building and the customer service team is extremely cold, they dealt with an issue I had in a very aggressive way : I thought I had booked a room that could accommodate 2 people : when I got in, I realised the bed was kind of small (it's a single bed), told them about it, asked them if there was a bigger room available in the building so I could upgrade. They immediately told me that "per law, for legal and security reasons (???), the 2 of us could not stay in a single room", that "there was no availability for the following dates of a bigger room", asked me to "cancel the booking and leave the building today" / "cancel as soon as possible", that "it was clearly stated [...] that every single room offers a single bed". It basically feels like they thought I had tried to fool them and cheat (honestly, no point of doing this : from their point of view, I was occupying and paying for one of their rooms + their building was fully booked. I was the one impacted by this : being 2 people in a super small room and bed). They were not willing to even make an exception for the upcoming night, so I could have some time to find an alternative for the following night. Terrible experience : I stayed the 1st night, the person I was meeting in Florence had a plan B for that night, and I left / canceled my booking the day after. Very weird way of dealing with their customers...