The hosts were very slow to respond to any of my messages, even after I told him specifically the time and place I would be upon arrival and the fact that I had no phone service so I could not call them upon arrival. We waited for over two hours in the cold at the spot we agreed on meeting. We walked to the apartment, no one was there either. There were four of us at the waiting spot with all of our luggage and no one approached us. I went into a store to ask if I could use their phone to call the host and they were kind enough to let me use it but no answer. Later I had to go buy a phone for 25 euros to try to reach him again, no answer and then he finally called me back. Logically I was upset when he called but he then proceeded to yell at me over the phone and say this was in no way his fault! He also told me someone had been waiting for us for two hours, this was clearly a lie since we hadn't moved from that spot for two hours!
When he finally sent someone for us again, we recognized the girl. She has been there earlier arguing with someone and smoking, she was probably there for 10 minutes and then left. She was obviously not looking for us because we were maybe 5 feet from her the whole time!!! We were not hard to miss. In any case they said all they could do was give us an upgrade, this wasn't much and truthfully I would never rent from these people again.
A huge lack of customer service, yelling at me was so out of line especially after I waited in the cold for two hours, completely unacceptable. Not to mention they respond whenever they feel like it. Also, just FYI, he advertises a free trip to Murano, not true! The guy shows up to pick us up and he spends 15 minutes convincing us not to go to Murano for xyz reason, that it wasn't worth it, etc. he tells us since we are young we probably aren't going to buy anything and we shouldn't go and that we have to pay to get there. At this point I'm so fed up by all of these people that we don't go to Murano. If you book here I hope things go better for you.