This airbnb was amazing and we loved staying here, it is also close to the train station so you don't have to lug your bags around the many stairs & cobblestone roads. We never met the host Alice and we found that it was a private serviced apartment which is rented on Airbnb. The man who picked us up from the ferry station was named Mister Renzo who was lovely and very helpful and explained everything in the apartment clearly (He lived next door and may have worked for the company). There were problems with the washing machine so he even helped hang our laundry to dry while we were out! The apartment is beautiful, comfortable, clean and spacious. But unfortunately I haven't had a good experience with the host (not Mister Renzo) but Alice from Airbnb. She was very poor at communication and stopped responding after I confirmed the check-in time. She told me I could check in at 11am but she never mentioned this to Mister Renzo who was picking us up. He ended up charging us 20 euros which was apparently part of the serviced apartment conditions, however this extra charge for a 11am check-in was not stipulated on the airbnb page and when the host said we could check in early, she never mentioned the extra cost either. Prior to arriving in Venice Alice emailed me a number to call when I arrive in Venice and that we check in from 2pm, I responded twice to her re-confirming that she said we could check in at 11am but she never responded to me. At check-out when we got the bond back, 20 euro was deducted from the 150 bond and we told the man we never agreed to this and have email confirming we could check in at 11am, he tried to call the host on this but she didn't answer sounfortunately he told me I would have to get in touch with the host to be compensated as it was within their terms that this was charged. After check-out I reached out again to Alice to ask for a refund on the 20 euro charge and still have not heard back. Very disappointing end to a great stay. I will still be following up with this dispute.