Hi Sheila, unfortunately we could not satisfy you during your stay in our apartment. To fullfill the expactations of our guest, we provide a lot of information in advance (pictures, videos, descriptions, etc.). The video shows exactly how to get the key and offers a description too. The location of the apartment is 25 minutes to the city centre, so we don´t know what metro you took ;-).
As your sms was not working and without any (Hidden by Airbnb) account it was hard to keep in touch with you. Please understand, that when you called at 10 p.m. at night we could only get back to you in the morning. If you need permanent assistance, because you are travelling by yourself, perhaps it would be better to stay in a hotel with 24/7 reception service.
By the way, if you read through all the other reviews it seems strange that you had a total different perspective than our other guest.
At the end it was a good experience for us to see how people are different. Thanks.