Very responsive. Check-in at a centralized location that is open until 7 pm, which is great. Nice staff at reception. The apartment is at a very centralized location, which is great; but it also means it's very noisy at night with people talking and also in the morning when trucks unload. The host did supply earplug. The apartment is spacious and can comfortably sleep at least 4 people. The building is very old, which is to be expected in central Florence, but has an elevator. Locks can take some time to get used to. Everything was great except when you shower/use of the sink (not sure which), sometimes there are water leakage and the floor will be wet. Otherwise, friendly staff and great apartment at centralized location.