The place is big and perfectly situated. Those are the only two positive aspects about Roberta's apartment. The issues started before we even landed in Venice. Problem #1: My friend's flight was delayed due to fog, circumstances completely out of our control. I wrote Roberta at 13:00 (we were supposed to arrive at the flat by 20:00), to let her know that my friend's flight was delayed. She then insisted we pay the 30 Euro check-in fee for late arrivals (after 20:00). The details of which were somewhere in the small print on the listing. It was her prerogative to charge us, but I am also an AirBnB host, and flexibility and understanding (within reason), should be accorded to guests, especially given these uncontrollable circumstances. Roberta communicated all of this without charm - she was short and rigid, and went straight to AirBnB to request the money. I paid the late check-in fee. Problem #2: The address listed is NOT the actual address, so we could not meet Roberta's employee at the apartment, but had to meet near the apartment. None of this was explained, and we could not understand why we couldn't just meet at the apartment. Trying to get an exact location to meet was confusing and like pulling teeth. This is not acceptable. The listing address should be actual, not fictional. When we got to the apartment, we had to pay a city tax (a few Euros), which was a surprise. There was also a rack of laundry hanging in one of the bedrooms. Problem #3: It was uncomfortably cold and damp in the apartment. Really cold. I wrote Roberta four times to get help turning on the heat, and she finally answered my message over 12 hours later. Roberta said the municipality charges a fee if the heat is turned on before November 1st, so "No, the heat could not be turned on - use extra blankets in the apartment". This was in October; the low in Venice was 7°C (45°F), and it was damp. When I would return to the apartment, I would rush to get under the covers, and then wake-up and rush to take a hot shower, and get out of there as soon as possible. You could not sit or relax comfortably in that apartment. This is totally unacceptable. And since it is run like a (bad) business, Roberta didn't care to reach out and try to find a solution. That's just the way it was for her to save money. All of this made me feel uncomfortable and not at ease in this space. I couldn't wait to get out of there. AirBnB is about sharing your home with strangers, and creating and having new, positive experiences, it is not about renting out multiple 'empty' apartments. The price is reasonable for Venice, and the apartment itself is nice and perfectly situated in a residential neighbourhood. I can see the draw - this is why we booked it, but I would have...