Apartment in Lucca with 2 bedrooms sleeps 6

We are speechless. Our agency has been in business for more than 30 years – we assume that if our service were such a disaster, we would have filed for bankruptcy long ago. The additional costs, deposit and check-in/out times were communicated in writing several times in advance. We accommodated you and checked you in at 3 p.m., when check-in normally takes place at 4 p.m. We tried to arrange a taxi for your departure early on Sunday morning; we sent you an email with all the details and you replied hours later saying that you had already arranged the transfer and that we should cancel the taxi we had organised. We would have appreciated being informed earlier... It would sometimes be good to think outside the box – taxes in Italy are extremely high – it makes little sense to include services and, for example, electricity consumption in the rent, where you have to pay a lot of tax on them. We agreed on the check-out time with you. Apart from that, the check-out only took 5 minutes. We are responsible for the apartment with regards to the owner – unfortunately, many guests do not report any damage and we then have to pay for it, which is not fair. However, we hope you enjoyed your stay in this wonderful apartment and in our beautiful city of Lucca. All the best!