I feel really bad that you felt that way.
We try our best to help you and make you feel supported in Lisbon.
The late check in polices are very clearly in our profile on Airbnb. After our closing time at 8PM an extra fee of 20€ have to be charged. I hope that you understand hat a late check-in implies to have a person of the company doing extra working hours just to open the door.
About the transports, the house is on bairro Alto, in the center. In this area there's a several transports, like bus, taxis, metro. but you asked was for something very specific, that someone takes you to Belem and after to the aiport. This two areas are in oposite sides of lisbon, thats why we advice you this driver. But we can not be responsible for him or for the prices he has done.