I was in communication with the owners & they knew what time we were arriving. The reception desk should be open from 9am to 5pm but when we arrived, in the rain, it was locked. 2 out of 3 mobile numbers displayed did not work and when I got through to someone she did not speak English. We waited 30 mins before someone arrived who told me that she did not have any bookings. She then found the paperwork on her desk and then told me that we hadn't paid! I then showed her the payment confirmation and my bank statement and then she told me that I needed to pay a cleaning fee, tax and a holding deposit of £200. There was no apology of the misunderstanding and when we were taken to our room it had a single, double and a double sofa bed but it had been advertised as a single, double and bunk beds. There was no kettle, toaster or hairdryer, which turned up later that day while we were out. The owners let themselves into the apartment on at least 3 occasions that we know of, when we were not there. The owner was rude and considering we were a family group of 4 women ranging from 23 to 89 years old, there was no friendliness at check in, or at checkout. We were unable to leave our bags in reception on our last day, as we had a late flight, and had to pay out more money to leave the cases in the room for the day. We noted that other Italian guests had a seamless book in experience. Also there was no wheelchair friendly access into the reception area and the lift was not reliable.