Alessandra was very helpful in giving directions, however, when in a foreign country and driving a car it can become frustrating, I didn't think asking someone to assit me in making sure I was in the correct place would be a problem. The apartment is in a great location, however, there is a terrible odor that comes up from the pipes, the owner showed us where to pour bleach into daily to absorb the smell....not something I really want to do on vacation. So yes I did complain about this as I would have in any other hotel. The second bed is a futon which is very hard and low to the ground. As I enjoyed our stay in Ortigia I wish things would have worked out better in this apartment.