Response from Alexia:
The housekeeper as named by Marco is actually his mother.
She was friendly when we first arrive and show us around the apartment including how to theorically use the washing machine, already excusing herself for its bad shape (broken start button, recipient extremely dirty, rust stains) . We've tried once to use the machine but could not make it work till the end of the program and then afterwards it totally broke down. Marco's mum has been very responsive and came directly to help us out, giving us alternatives which we did not use.
On the last day, she first had told us that we could just leave the keys and then decided at the last minute that she wanted to be there. We were in a hurry having to drive back 900 kms back home with 4 children. When she finally arrived, we were ready to go. She was extremely unpleasant and accused us of actually breaking the washing machine and telling us we would have to potentially pay for fixing it. it really came as a surprise as she was excusing herself for the non working machine few days before moving to an attitude where she was accusing us of breaking it. We just told her that we've never been able to properly use the machine and therefore we did not understand why we would have to pay for fixing it. We did not attack her or scream at her. We were just not happy with her attitude and not ready to have long unhealthy discussions with her. We therefore took the pictures and told her to keep us in the loop. A few minutes after, she told us she had been able to fix the washing machine: one of the piece was extremely dirty and therefore not proper for a good usage. Not sure why she could not fix a few days before and why the aggressiveness on the last day. We would advice Marco and his mother to properly communicate with their guests when there is an issue and not to wait to the last minute. I must admit it was not a very pleasant way of ending our week of holiday in wonderful Rome.