Unfortunately we didn't get to stay in massimos apartment as he had a burst pipe the day before we were due to arrive. However he arranged another place for us to stay with no added cost in a great location. He also picked us up from the airport for a reduced price and took us on a free canal tour to say sorry. He could have easily cancelled our booking and left us in the lurch, but made sure to look after us instead. I will definitely be back in venice and would hope to stay with massimo next time.