The property was not at all as nice, well maintained or as clean as the photos depicted. Rotted window frame, damaged plaster, mildewed shower curtain and shower pan, dirty brick floors, both bathrooms had leaking water. The person who met us and checked us in obviously was not familiar with the property, did not offer assistance with our luggage up 74 stairs, had to call someone about the WiFi access, and did not explain how to operate anything. There are multiple people who appear to be addicts on the streets just block away. Vrbo and the property manager were unhelpful. I sent Vrbo multiple photos of the property issues. The property manager allegedly checked the leaks while we were out and reported no leaks. Vrbo continually insisted that I must call support to speak with an agent even though I repeatedly explained that I could only communicate verbally via WhatsApp, and that my US cellular phone service was not available. The property manager declined to provide a partial refund so Vrbo offered a 120 Vrbo credit for a future booking, which I declined as I have no intention of booking through Vrbo again after this experience. The enjoyment of our stay in Florence was diminished by the multiple daily back and forth messages with Vrbo, the condition and location of the property, and the eventual lack of an acceptable resolution.