Alessandra was super helpful. We were driving in from Rome and needed help with our luggage. She met us as at our car and walked us, our luggage and our baby to her unit. Once arrived, she explained everything about her space, the neighborhood (where to eat/see/do) and the city of Florence. She also provided baby books and toys for our daughter, which was super sweet. She also made herself available if we had any questions and helped us book cabs a couple of times. We had some slight misunderstandings about the cancellation policies, but they were quickly amended.
Note that there is an elevator, but it is very small. We had to do a couple of trips with our luggage and also had to break down our stroller in order to fit our family inside.