Luisa is very sweet! She speaks broken English which was a little difficult sometimes as it's our native language, but she's better in Spanish and French (and of course Italian). The check-in process seemed a bit lengthy, but again, she's so kind you hardly notice. She's very sweet. The apartment is clean and has a functioning washer, which was convenient with kids. Unfortunately you're on the second floor without elevator which was difficult with small children, so be prepared for that if that's a concern. Overall we had a pleasant stay.