The feedback is very important for us since we don’t sleep at the flat and we try all the time to help our guest have the best experience possible. Those kind of problems happen specially in the old part of the city. So unfortunately that you have not read the house rules. The reservation is made respecting this, you are not obligated off course. The check in is available in a window of 5 hours and the airbnb is not hour full time jobs so for your convenience we need to work extra hours but it’s an extra service and you have that information. “Flexible check-in and check-out are available upon request, but only if the property is available. - Late Check-In Fee: 25€ after 20h00. - Late Check-Out Fee: A later check-out between 11h00 and 17h00 is possible if the property is available, but it’s subject to a payment of a 25€ fee. - Early Check-In Fee: An early check-in between 08h00 and 14h00 is possible if the property is available, but it’s subject to a payment of a 25€ fee.” Anyway hope you’ve enjoyed Lisbon!