My wife and I are from Canada and booked this apartment along with 2 others for our European trip through airbnb. We booked for August 7th to the 11th 2015. Giovanna was the best communicator we have had on airbnb. Instructions, and directions were great. Our contact lady Nicoletta was very nice also. The apartment was in a nice older building in a great area, very quiet. Although it was neat and tidy we found it to be quite a lot below our standards for cleanliness. Pretty much everything of soft furniture was stained quite badly, from carpets, to the couch, kitchen chair cushions, bedding, pillows, plus a few other minor things. As we explored the apartment it became more obvious that we were very uncomfortable and couldn't stay there which was very upsetting. Being too late to find another place that night we had to stay. We contacted Giovanni and explained the situation to her, she was surprised because it seems that no one else had the same concerns as us. Even through this difficult time she was polite and professional. We also contacted airbnb through their "problem link" and we got an automated reply that they were working on our case. 3 days later they were still working on it. We worked out a deal with Giovanna for a refund for 2 nights of the 4 we booked which was less than satisfactory but we felt stuck and with no help from airbnb we reluctantly accepted. We found another place the next day and moved. Airbnb did reply a few days later after a blunt email from us and finally a nice gentleman listened to our problems and asked for pictures of our concerns. After sending the pictures they kindly refunded us 1 more night making it 3/4 plus a credit of 50$ towards our next stay. I would have liked the 4 nights refunded considering the condition of the apartment but it was reasonable. We had 2 previous stays on this European trip and both were great, so we will probably try again someday with airbnb but now we are nervous about it.