Well, first of all I must clarify some things here.
Betty arrived 1 hour earlier that she had told me and I did my best to receive her on time (even thought the person who was going to receive her was 1 hour away, we did the check in 15:30 when she told me that was going to arrive only at 16:00).
On the other hand, Betty offer herself to let the keys and go out alone at 8am. I told her that this wasn't a problem because the build stays locked at night but normally it's opened at 7am.
Unfortunately, something that it's out of my control happened and when she left it was closed.
But what she doesn't mention it's that I've respond her 30 minutes later - even thought I am at Brazil and here was 6 AM AT THE MORNING - and still, I've tried to help her but she didn't answered.
The only truth here and for that I apologize, is that my boyfriend who was in the house didn't listened her calling because he was sleeping.
For all the rest, this is an overreaction review and it's not fair leaving this without answering, because as far as I'm concerned the guest had all the facilities that I could offer and I'm really sorry for the inconvenience, as I've already told her in private.