Dear Viktoria, first of all thank you anyway for leaving a review, as young hoteliers we care very much about our guests' experience and about finding good points to think about. About your experience in our guesthouse, let's just tell one time the truth: You arrived in our hotel and you were given all the informations about the house and your accomodation, then, you were offered a drink in our common space area while I sat with you explaining (more or less 1h of our work time) all the beautiful things about the city and good recommendations about food (what we always do during a check in). At the end of the check in, you were also given my personal telephone number on which you were completely free to text me when you were around to always have a person to rely on. I even booked all the restaurants for all the nights you were in Florence. And that's what you did, you texted me every single day when you were around the city to ask for gelateria, museum and where to find the places I've pointed out on the map. On the last night, you had a problem with the air conditioning claiming it didn't work (this at 10.30 in the night, after 2 days of using air conditioning perfectly). I told you that probably there was a block on the system first of all because there wasn't much we could do at that hour of the night and after that because in Italy we have a restriction on the use of air conditioning EVEN IN PRIVATE, which does not allow you to turn on the air at less than 26 degrees in summer time (not even spring time). It was a very hot day, I believe that, but in case you haven't noticed we are in full global energy crisis, and asking for air conditioning at 23 degrees in May is unfortunately neither yours nor my right, especially when simply opening the window would be enough. But let's go back to your check out day: After days of uninterrupted messages from you, suddenly, when I try to text you (the morning of check out) that we have to meet for the payment of the tourist tax, you .. strangely .. disappear. We were in the property from 7.00 AM to 10.30 AM and you never showed up, we even knocked at your door and never replied, no rush in taking the train here. For this reason we told our waitress to call us when she would see you going out of the room, and so she did, exactly 2 minutes after we left the house you were out of the room all in a rush to take your train. When Daniele (the manager, not some man) came over, YOU were extremely rude telling him you didn't know that you had to pay city tax (in 2022 with global travelling, claiming not to know that you owe a city tax is quite "weird", also you not remembering that I told you this on the first day we met after the check in, is quite "weird"). Finally your check out was done, and, to the top of it all.. after half an hour you were gone, you texted me a message if you could come back to pick up your shampoo left in the room and you did it, so I see no "barely catching" nothing here. I conclude by saying that, it is true that the opinion of the guests is sacred and unquestionably must be taken into consideration for the improvement of the service. But let me also say that being a traveler who pays does not authorize you to tell lies publicly by attempting to divert other potential guests, and it certainly does not authorize you not to use common sense in living. This shouldn't be allowed. Thank you again for your comment. With regards. Alessia