Hello Carolina, This is Pietro, the only person licensed to manage the apartment. That's why you were not allowed to talk with the owner.
I have a company that manage serveral apartments, and the rules of the house are clear: Check-ins 3-8 p.m. and check outs at 10 a.m. (with flexibility if possible, but now we are completely full untill the end of octoboer and we cannot change the rules to come into every gust requests!) When you book an apartment in Airbnb you automatically accept its rules. The apartment needed to be cleaned, letting enter 5 peopole with 5 luggages during the clanings wuold have ment that the cleaning staff had to clean the aparment twice. I've never be rude with nobody, maybe I answered in a more strict way after the 4th time you insisted in continuing asking the same thing and I was giving always the same answer.
I proposed you another solution, to leave the luggage in a deposit until the check in time, with also the option to have the luggage taken to the apartment. As every service, it has a cost, then is up to you to decide to take it or not.
My company manages high quality level and luxury property, all of them are mostly 5 stars review, maybe because mostly of the times the people are used to travel and sometimes other are not.
Pietro, licensed manager of the property