I deeply regret booking this room--at a non-refundable rate, no less! I was attracted to the listing because it looked similar to other online bnbs and the location was good for sightseeing. However, in the weeks and days leading up to our stay, I received absolutely no info about how to check in. This is not a hotel; it's an apartment and someone needs to meet you to give you the key or give you instructions on how to get the key. I messaged them repeatedly but received no reply. We had no idea what time to show up for check-in, so in the 48 hours leading up to our stay in Florence, I asked Expedia to intervene. Expedia was not able to get in touch with anyone at the apartment. On the day of our arrival, we had no idea if we had a place to stay or not because we were not able to communicate with anyone at the hotel. Finally, about 2 hours before the check-in period began on our day of arrival, I saw a message with a phone # to call. I had to buy credit on an app in order to call this Italian number. When I called, they scheduled the check-in with me. Why would you expect a tourist from another country to be able to receive and make phone calls? Why not use text or email or messaging? Hotel staff later claimed to have sent me an email w/details, but I received no such email and even diligently scanned my spam folder. They also did not apologize or seem in any way concerned that we felt unsure about the check-in process.