My family (80-year old father, plus my wife and two kids ages 10 and 7) had booked 2 rooms and 2 bathrooms on February 26, 2013. The reservation was for May 31st - the last day of our week-long vacation in Italy. On May 24th, Silvia informed me that she could not honor the reservation. She wrote "I'm terribly sorry for this misunderstanding it's my fault." She offered me one room with one bath. Since I had no other option, I agreed. However, post this understanding, I was unable to connect with Silvia. She was unresponsive - despite tens of phone calls as well as messages that I sent to her. When I finally arrived in Venice on the morning of May 31st, I tried to call her multiple times - unsuccessfully. My daughter was sick. With nowhere to go, I made a reservation at a hotel and had to pay almost 700 Euros. After I had checked into the hotel, Silvia called me. When I expressed my disappointment, she said it was my fault and that I should have come to the apartment since I had the address. For those of you who know Venice, this is not so practical, as there are several meandering and often confusing alley-ways and bridges in Venice. In fact, Silvia herself had confirmed (in writing) that she would come to the boat station to pick us up. In any event, it was a disappointing experience. I must add that airbnb handled the situation very professionally. They immediately agreed to refund the entire amount I had paid for the reservation.