On the day of the worldwide IT system crash July 19-20, as we arrived in Rome from Firenze 3 hours later than planned, Sofia stayed in touch with us as we travelled by train, explaining the gate access code system, taxi options to the airport, how to order dinner locally, and talking us thru how to work the A/C controls. She ordered us a 7:00am cab to our airline drop-off, and was in the kitchen at 6:45am setting up the continental breakfast. Her suggestions and reassurances were a great stress reliever. Brava Sofia!!