We, unfortunately, had very little contact with Paula as she was out of town when we arrived and never checked in with us during our stay. She did, however, give me contact information ahead of time for her friend, Sabina, who met us at the apartment and showed us how everything worked. Sabina was very nice and friendly and shared some good tips about Florence. The apartment was exactly as pictured and was quite comfortable. We couldn't get the air conditioning to work properly and although it was muggy inside, the temperature was at least tolerable. The neighborhood is very residential and has a big grocery store nearby. The tram stop is about a 5 minute walk and then it is about 15-20 minutes into Santa Maria Novella. We enjoyed our stay and would recommend it to others.