I prefer to leave positive feedback, but after several days of consideration I believe others will benefit by know our experience.
The first confusion was who would be our contact when we arrived. I think 3 or 4 people were involved. I contacted Viola when we arrived by train and asked for the property address. She sent a pin and said she would meet us there, so we took a taxi. This pin was for the wrong address and we had to wander about with our luggage. We had to wait another 20 minutes for Viola to arrive and direct us to the correct location. When we told her that the pin was for the wrong address she said, "No, you're wrong." So much for customer service!
By this time we were hot and tired. After showing us the flat, she focused on collecting the city tax, and that was about it. Unfortunately, the A/C units did not work well. One worked moderately, the other did not cool at all. We could not tell much difference in the flat from the hallway (which is not cooled).
The flat has a Nespresso and a clothes washer, but no coffee pods or washing powder. This was a first in my VRBO experience. We bought coffee pods - not a big deal - but detergent? I was left to wonder if someone is keeping the coffee and detergent for themselves.
While the flat was spacious and close to Ponte Vecchio, we will stay elsewhere next time. I hope this helps management improve.