First, I want everyone reading this who relies on reviews to know that it is an honest review based on my experience. This is kind of long, so please read it in its entirety. I am not an expert but we were in Europe for 3 weeks and stayed in 7 different AirBnB apartments. We had AMAZING hosts who were kind and helpful and responded very quickly via the app when we did have a question AND they communicated with me in advance of our stay with instructions and welcoming information. So I have a good idea of what is normal and now what is not. When I booked this AirBnb I did it partly because of the location and partly because of the raving reviews everyone had for the host(s) Lorenzo and Lorenzo.
The good part...The apartment is really nice! It had everything we needed, was in a really good location and we really enjoyed it. We pretty much walked everywhere. The only down comment is the bathroom is VERY small. You can almost not turn around in it. But we managed. I think a few strategically placed shelves would be helpful.
Now the part that was not so good. I think maybe we interacted with the grumpy Lorenzo. He was anything but nice and accommodating. The lack of communication started months before we arrived. I asked a pretty basic question about the train station (SMN) because as most can relate to, we can only see it on a map and we have no idea really how things are laid out until you have been there. He never replied. I actually forgot he didn't answer.
So the day before we were to check in, I sent a message through the app that we were arriving by train to SMN train station and could he help me with what the best way would be to get to the apartment. His answer was this: "From the train station you can take bus n 23 and get off on the Lungarno after the ponte alle grazie." the stop closest to the apartment has a name. He didn't share that with me. It is Serristori Demidoff.
When I asked ok will you meet us there? He didn't answer until the next day. He said no he will send instructions.
So the next day, I sent a message from the train that we are almost to the SMN station and can he please send me the instructions. He didn't answer. So we did our best, (thank goodness for g p s) and figured out which #23 bus and arrived at the apartment at approximately 2p (remember check in is 2p and we timed our train to be there around then...and I DID tell him when we were already at the train station. We waited until 2:10 and I sent a message that it is unacceptable to make us wait on the street with our luggage. Remember he said he would send instructions to get in and he did not do that. I know that was kind of harsh but we were really tired and frustrated.
I finally thought maybe the Airbnb app wasn't working so I told him he could send me a message by (another app that Airbnb won't let me use here) but it is ****app** if that is easier. At that point we decided to go across the street and have a glass of wine. We ordered and he finally answered my ****app** message and said "I am only here for 30 minutes). ?? He was there? He told me he wasn't meeting us there. Anyway, I went back to the apartment and rang the bell and he let me in. That is when he really became rude. He showed me around in a huff. Then took me to his office to attempt to show me that he did send the instructions and he couldn't show that. He said "most people check in later...you came at 2p" ? Isn't that check in time? And he knew were coming. I said it doesn't matter now, my husband is waiting for me and left.
From that point on communication was limited. I asked how to buy bus tickets - we needed bus tickets back to the train so we could continue our trip (originally we bought them at the train station) but if you want to buy others you have to buy them (generic, not validated) at the tobacco shop near the apartment. We found that by asking a really nice waitress at the restaurant across the street. Lorenzo finally replied the next day...and didn't answer "where" only this "that the ticket can be purchased earlier. From the moment of validation it has a duration of 90 minutes. Stop before Ponte alle Grazie towards the center." Again, we did discover you can buy tickets at the tobacco shop.
When I replied Thanks but I sent that 2 days ago. We found answers from others, we are already at the train station, he said this: "Yes but I said I answer faster on ****app** but it was ignored. Having said that I am sorry about what happened" I told him I was not ignoring him... I thought he said to "NOT" use ****app** and that not everyone has that, especially Americans. AirBnB has a messaging app that works beautifully and translates. Every single other host uses it. Why ****app** ?
Anyway, if you are looking for an amazing location in Florence in a beautiful apartment, this one is awesome. If you are looking for good communication from a helpful host...make sure you get the "nice" Lorenzo (from the reviews). I was completely disappointed in that.