Massimo was flexible and patient throughout my email communications. We were an extended family of 11 of 3 generations - grandparents right down to 5 kids aged 4-13. On the day of our tour, my mother-in-law (74 yrs) had a very swollen leg and could not walk well. Massimo was very patient and did whatever he could to make her comfortable. When we reached the towns we were touring (Siena, San Gimignano and Pisa), his car was licensed to take us right into the attractions. That was perfect for her condition.