Good Morning Mr. Vidal,Thank you for choosing our Aqa Palace for your stay in Florence.As reported in the description of our B&B we do not have a physical reception in the building that's why with the check in instructions we do provide our direct email address and our phone number to call during the day for any necessity.We apologize for the several messages you received after your check out but this situation could have been avoided if you did not left our property without finalizing the payment for the city tax.I would also inform you that the elevator worked correctly during your stay and the terrace you see in the pictures is part of one of our rooms and it's not accessible to everyone.We hope to have you again in the next future as our guest to appriciate our Aqa Palace.Best RegardsLapo