Max (one of the few people working for the host) was very very responsive and accommodating. On the day of my arrival to venice san marco airport, I received a message from the host saying that the love gentile apartment had a malfunctioning air conditioner and could not be fixed until few days later. As such, he suggested relocating me to an apartment outside of San Marco (in Castello which is 15 to 20 minute walk from san marco). My guests and I were originally stressed out after hearing that there will be a change in our lodging, especially at the last minute, literally on the actual date of my arrival, since we worked hard to perfect our itinerary around our lodging location. However, we really enjoyed the other airbnb at Castello as it was located in a quieter and residential area, outside of the crowded and touristy area of San Marco. Special thanks and appreciation to Max, who was extremely responsive to my text messages, provided recommendations and genuinely felt sorry for the last minute change in my apartment. Things happen and I appreciate Max for making sure that despite the change in apartment, I have a good stay at Venice. He met me at the vaporetto stop in Castello and walked my guests and I to our new airbnb and even helped my guests and I carry our huge luggage up the stairs.The Airbnb at Castello was great, but unfortunately I cannot provide comments on Love Gentile.