In over 10 years of welcoming guests to Cortona and Italy, we have never had such a horrible experience with guests. It started with several changes to their original booking, which we happily changed (without penalty) over and over. They couldn’t understand the new rates (as they received a credit from the cancelled dates) and made several calls to VRBO, and myself. Finally, after many attempts we were able to clarify the refund to them. We sent all details several weeks in advance (at their request) as well as modified one of the beds specially for them. However, none of this mattered. When they arrived they were unable to connect the internet to one of their phones. One was able to use the QR code and connect, but the other had an old phone and it would not read the QR code. Instead they needed to use the provided password. They advised it would not work. After many messages via whatsapp, we advised to take their time when entering the password as it was correct. They became VERY ABUSIVE and demanded that we send someone to help. The abuse became so serious, that we were very close to asking them to leave. However, to help them we organized to arrive after work to simply input the number into their phone. 30 minutes before we were to arrive, they messaged and said sorry – but it was their error and they finally used the correct numbers. However, they were very upset because they could not figure out how to turn on the hallway light. After explaining that they need to turn on the switch in the hall, they said they should have been given instructions. It continued like this for the duration of the stay, including that they could not use the coffee maker because again, they did not know how to turn on a switch. We advised that there was a kettle and a Moka but that was not good enough. They wanted us to supply them with extra towels and felt that we should provide them coffee for the duration of their stay. They finally departed and proceeded to give us a three star review plus a long scathing email. We had such a wonderful season, meeting some incredible people from all over the world. As you can see we receive 5 star reviews consistently. These guests were a true nightmare and I hope that they find some happiness in their lives.

Hi Dave , I'm sorry the picture was not what you expected . We were happy to host you even though you increased the number of people to 4 after booking a lower rate and damaged the shower (of which we didn't charge). The apartment has all amenities and in every other review a 5 star. I think a 3 star is rather harsh and not fair.

Hi Brenda, It was a pleasure to meet you and welcome you to Cortona. I am so happy that you enjoyed your stay and loved the apartment and Cortona. It is a magical place! We only receive 5 star ratings so I was sad to see you marked us down a star for paying a cleaning fee and heat. The cleaning fee and heat is CLEARLY mentioned in the listing as well as in the welcome package and email that we send ahead of time. I am sorry that you did not read them. We work very hard to give our guests a 5 STAR experience and stay in Cortona and I hope that future guests will be able to see that the stay was perfect - and the 4 stars has nothing to do with the apartment or stay. I hope you had a great rest of trip in Italy and will return soon!