We were excited about the location and amenities advertised for our Florence getaway, so it was a disappointment to check in and discover a musty smell, and mold growing all along the ceiling of the main bedroom wall, as well as in the bathroom. Additionally, the shower wouldn't drain until we cleaned a huge plug of hair out of it. Communication with the management was an absolute nightmare -- first they promised to send a cleaner to remove the mold, then said their cleaner (who never came) was unable to remove the mold with regular household cleaners and that they would have to send someone else to use stronger chemicals. When I expressed health concerns and asked questions about the chemicals in question, they said they would no longer be able to send a cleaner and offered us a smaller apartment (in which our son would have to sleep on a sofa) all the way across town. We asked about help with transportation logistics and costs for the move, and they said the most they would do is call us a cab. (Gee, thanks.) We declined the alternative lodging because it just didn't work with our itinerary. Hotels.com apologized and offered a refund, but evidently the management is now dishonestly telling them that we declined cleaning (I have WhatsApp screenshots that prove otherwise), and thus that we are not eligible for a refund. We did appreciate that the a/c worked well, but I recommend staying far away from this health nightmare -- you can do much, much better in Florence.