We had a problem arranging to collect keys, I sent 3 emails and did not get a response, I finally got a text the day we were arriving, at 12.07pm, with instructions. We had to wait until 3.30pm when we arrived in Venice to get keys. One of the keys was broken and Milo's Mum left it on the dining room table when she let us in to the apartment. It was not explained that this key was for the front door and we were unable to get into the apartment after dinner. We had to wait 40 minutes outside in the cold for Milo to come and let us in. The apartment is not described properly in the listing, it is not a luxury property. There is either no heating, or underfloor heating that was not working. It was 7 degrees outside and the apartment was very cold. There was no bedding for the sofa. The apartment was cleaned only superficially. We booked for two nights but left the apartment first thing in the morning after the first night and checked into a hotel.