The apartment is situated in a great part of the city and has plenty of space that is it, but terrible experience. The owner was a nightmare to deal with, read old reviews to see this is nothing new. She responded to some questions before booking, She said she did not know if she would be there to greet us gave us the codes. The day before I texted her letting her know our arrival time and plans and asking if someone would meet us, no answer. Day of our travel to Florence texted her asking best way to reach her with kids from the train station, no answer. Arrived about 30min before her 2pm check in time, texted to ask if we could access the apartment a bit early? No answer. We went to look for some lunch with all our bags to not go in before time. Tried to turn on the air conditioner units one at a time, we are very familiar with how these work. Non of them were working, texted to ask for help if there was a trick or something (electricity key was in the wall, you have to put this in and take out when you come and go). No answer for hours. It was so hot, we could not stay there, we went for a walk and took a tour. When she finally appeared she was rude, blamed the situation on us, said she would look for a technician but we would have to stay in the apartment to wait the following day and she did not know “if” or “when” he would show up. Excuse me? She then demanded we go back to trouble shoot the system before she would make technician calls. We left what we were doing to do everything she asked. Failed again we texted her, NO answer, we asked for fans, NO answer. We called her several times, nothing! Fed up I called VRBO. They also tried contacting her: NO answer. VRBO placed us in a hotel for the night. She went insane saying we did not comply, it was our fault and suddenly she became available that night to go the place and by miracle found a tech that night. At 9pm she wanted us to return with my kids from the hotel. emails, texts went back and forth. She emailed VRBO lying but I sent in the screen shots of our texts by whatsapp. Only talk by the VRBO app! She owns up to nothing, takes no responsibility, blames the guest, does not respect you at all and cannot stop attacking you. People that left negative reviews got trashed by her... I am sure she will do the same with us. Florence is a beautiful city and we did not come all this way to fight with someone... she did not care one bit!