This was the worst Airbnb experience I have ever had and I have done a fair bit of traveling. Less than 24 hours before check in, we still had not received any check in instructions (and she doesn't have them posted in the booking), despite me reaching out twice. It took going through Airbnb support to finally reach her. She finally sent the check in instructions. Even then, i had to ask a number of questions as her instructions were unclear. When we got to the apartment and retrieved the keys, it took us over 15 minutes to figure out how to open the apartment door. Turns out you have to press a button in the hall to get it open, but she never communicated this. In that time, I attempted calling and texting her and got no answer. I only got her responses 10+ minutes after which were how to get the key, which we had already gotten. Not how to get the door open. After finally making it in, the place was okay. We started to settle in and went to connect to the wifi, which turns out didn't work. The ethernet cable was torn in half but Carlotta never informed us of this. When I texted her about it, she said some guests broke it some time ago but she hasn't been able to get it fixed yet. She offered to refund us for the wifi for the first day amd try to maybe find someone to fix it, but the apartment has almost no service so this was absolutely not an option. At this point, it was too many issues for us to stay. I ended up contacting Airbnb support and requesting a cancelation. It was approved due to all of the circumstances and we had to find a new place to stay super last minute. Do yourself a favor and stay literally ANYWHERE else. The apartment is cute but having to deal with Carlotta was absolute HELL and we lost our entire first day in Florence to having to deal with this situation.