Nelly's stated policy is to communicate only through airbnb platform. Even though at the time of booking a telephone number for Nelly is given, she does not answer her phone nor does she respond to any messages on that phone. In normal circumstances this may work. But, it caused inconvenience for us because the wifi was not working and for me to communicate through airbnb platform about the wifi problem was difficult because my international roaming had limited bandwidth. We did not have internet for 3 days and it spoiled our vacation. We did get 20% refund on the rent for the 3 days, but that is not the point. A lot of my vacation time was wasted chasing Nelly in trying to get the wifi issue fixed. Even the dryer was not working and that created an inconvenience and at the checkout time, we had to leave the house with one bag full of wet clothes.