We did not meet Paolo. He contacted us the day before our reservation to let us know Ilaria would meet us. We were in constant contact with her & she was very responsive. The apt is down a sotoportega & away from the busy walkways. 10' walk to the train station and located near many shops, gelato, restaurants & waterways. Check in was easy & Paolo gives you a booklet of tips & maps upon check in. The apt was spotless & had AC & a fan which was very much needed in July. I would highly recommend this rental.