Paolo led us to our apartment. He was very nice and gave us several great tips about local restaurants and little areas to check out. His suggestions were fantastic. We had a short walk to the apartment, which was clean and nicely decorated. The beds were comfortable enough and the bathroom was one of the nicest we had seen in Italy - even with a jacuzzi tub. Unfortunately, the air conditioner was not working and we were uncomfortably hot the entire time. We also had no hot water. We notified Alessandro and Paolo about the air conditioning and water. They gave instructions on turning on the water heater which quickly resolved that issue. However, the air conditioning continued to be a problem. We tried to turn the AC on and off several times, checked all the plugs and connections- but the AC kept turning on, running for 30 seconds, then turning off. Another agent of Alessandro's, Francesca, also responded to our request and both she and Alessandro promised to have someone come by the next day and fix the air conditioning. We were told to just open the windows because it wasn't that hot - it was 77-82F all night. It was incredibly unpleasant all night and difficult to sleep -because we had to open the windows to try and cool off, all of the guests were bitten by bugs all night. The next day, no one came by, even when I sent messages to inquire about who and when they were coming. Alessandro offered us a refund for the AC not working, which I thought was appropriate - as the cost for an apartment with AC is 50-100$ more a night than those without AC. No one ever came as promised - and the AC still did not work the second night which was hotter than the first. The next day, Alessandro wrote me and said the AC was fine - it had just not been plugged in. This is not true. I let him know I was still upset and he just ignored me. If the AC had been working, I probably would have given this apartment a 4-5star rating, however, I am very upset that the AC did not work, no one even tried to fix it, and then the owner Alessandro blamed us for the problem. This has been my worst experience with airbnb so far and I would recommend not staying here.