Nelly was not there at the time I was, but she communicated throughout my 2 night stay, and her daughter was on site and very helpful.
The towels are very thin and a bit scratchy - typical towels you'd find in Italy. Floors were very creaky. But those were really my only complaints.
The communication was excellent. The home is beautiful and even though it's on a corner of the street, I did not hear any traffic noise. The backyard is beautiful as is the home. I stayed with my daughter and we felt very safe.