As the ad states, it is next to the bus station, a 10 minute walk to the old town, depending on how quickly one walks (in this case it took an extra 5 minutes perhaps due to these guests having spent the entire day walking on their Santiago journey). The apartment does not advertise wi-fi nor does it claim to have any scenic views. In other words, the apartment is as advertised. Moreover, as the guest points out, It is indeed critical to have someone meet the guest in order to obtain the keys, and that's why I make this service available and provide the guest the contact details in writing for this person. These guests booked the day before, received address, directions, contact details and instructions for obtaining the keys. They were only able to provide an approximate arrival time as they were trekking from another town on foot, but because they did not bother to look into the location of the apartment and orient themselves before they left on their journey that morning, they got lost when they arrived in town requiring my assistant to wait for them unnecessarily. Sounds to me like a few grumpy people didn't plan their day properly, were tired from walking all day and decided to take out their bad mood on an apartment that was as advertised and a host that followed up and stayed in constant contact, available at all times. More than can be said for the guests, who responded sporadically and in delayed fashion and the next day could not be bothered to respond to messages asking about their stay.