Having now spoken with our apartment manager about the check out I have found out some more details. Apparently a 10am check-out was agreed with Luca's friend on his arrival (Luca arrived later and did not meet our apartment manager). Then when Gitta (our apartment manager) arrived at 10am, as agreed, Luca proceeded to shout at her and become aggressive. Gitta, who is a 65 year old lady, did not want to tell me about it initially as she did not want to cause any problems, and only told me about it once she saw the negative review. This means that unfortunately I have left a very positive review of Luca which will now remain.
With regards to the bed not being made up, the request was for 2 people in 2 different rooms, and there was no request for the twin room to be made up as a double room. Obviously we accommodate all requests within our power and if Luca had asked us to make up the twin room as a double room we would have done so.