Our arrival in Milan, at 9.30pm, was a bit difficult. Indeed, we had the name of the street where Anna lives but we did not have a number. Anna was travelling abroad so we could not reach her whereas we tried to call her several times. We had no idea what to do so we called Airbnb in the USA from our cell phone and THEY had instructions as to how to get the keys. In fact, we had to go to a housekeeper's who lives in a different neighbourhood and Airbnb gave us her name and number as well as her address so that we could call her. When we did, even if she didn't speak English, we explained to her that we were coming to get the keys of Anna's place. Thanks to our GPS, we found the place and could get the keys. We only came into the apartment at midnight.
We don't understand why we did not know how to get the keys whereas it is written in the booklet she has made in her apartment, once inside.
Apart from that, the apartment was ok but like Carlos, bigger towels would have been apppreciated and as Anna said, you are like at home, the only thing is that it would be nice if some place was left for the guests to unpack and put their clothes in a drawer, for example. Our suitcases stayed wide open in the living room, which was not very convenient.