Hi Miles, thank you so much for taking the time to share your comments with the Airbnb community. However, we feel it also necessary to inform the community that your review is a little unfair and does not accurately present the truth about your stay at our home, Pitti 22. We are writing this statement for the following reasons: 1) We are confident when we state that there is no evident wear and tear. The apartment is still as beautiful as in the photos with the exception for a few minor scratches and marks on some of the walls (mainly suitcases is the cause of this). Maintenance and repairs are carried out frequently and our team of cleaners highlights every week any areas that need attention to. We always endeavour to offer a truly luxury apartment as is represented in the photos and which is indeed what is offered to our guests. All of our past guests always praise the apartment for its cleanliness and the quality of the accommodation on offer in all aspects. 2) If the air conditioning unit had leaked why did Miles, (our guest) not report it to anyone? We received several messages from Miles personally over the course of his stay but in none of these was it mentioned anything about the AC leaking. If we had been notified about this we would have aimed to have resolved it immediately. 3) With regards to the additional monies for extra cleaning, this is indeed true but our guest has decided to not provide any additional information to our Airbnb readers about the circumstances over the request for this extra charge! An extra charge of 60 Euro was requested, to which Miles consented to and accepted in writing. In fact, the day he and his group left, we received a message from him in person stating: "We have already left the place and it will require some extra cleaning. We understand if you need to request an additional fee for the cleanup." The client is therefore admitting that the apartment had not been left in the proper state. The extra charge was due to the fact that upon check out, the apartment had indeed been left in a terrible state of uncleanliness and disorder. The terms and conditions of this Airbnb rental indicate that an extra charge of 20 Euro per hour will be due for any extra hours of cleaning if the property is left very untidy and very dirty. Upon check out, we found the apartment to be in a very bad state. Unfortunately we are unable to post photographs of the apartment as it was found upon check out as evidence of our statement. Our guest admits personally to not having left the apartment as he should have, and having consented of his own will to pay the additional amount due, we are therefore a little taken aback as to why our guest makes reference to the additional money as if it was something unfair that he was asked to pay? Upon check out we also found that the guests had not closed the door of the apartment. It was found wide open so that anyone in the building could have entered. We wonder why our guest did not mention this in their review? Overall, Miles has given us a just a three star review - we find this a little harsh and unfair considering to what lengths we went to help him and his group arrange his stay before their arrival not to mention what we did during the client’s stay! It is indeed such a shame that Miles did not think of mentioning the following when compiling his review for us: the continual email assistance and telephone support offered to him with an immediate response rate, to assist him and his group organise their stay with us and working out all kinds of details and logistics. We also helped him arrange the services of a private chef to organise breakfast and a light lunch one day - he was thrilled to bits with how the service went! Not to mention continual support throughout his stay with an immediate response rate! Our perfectly English speaking check in person arrived ahead of the meeting time and was at the client’s full disposal to offer all the advice and information they could have wanted. Just 2 stars out of 5 for communication and 3 for check in is a little harsh perhaps! We have no fear! Dear readers, we kindly invite you to browse through our other 50+ 5 star reviews which give a more accurate description of what the property is like and what kind of service we offer our guests. Not all clients are the same or can have the same opinion on everything but the quality and service offered at this property will always endeavour to be the best it can be. Our mission is to offer a true home away from home experience in Florence – and it all starts here at Piazza Pitti 22! Don’t miss out!!