You have to pick up the keys at another location that is not within the same area as the property. When arriving, I realized that the apartment has no AC, although it was originally advertised as an amenity. When I brought it up to the host, they first deleted the amenity from the listing and then lied that it was never advertised. Ended up having to book a hotel because it was too hot for my elderly parents. Such a frustrating experience that completely ruined my stay in Florence.