A few minutes later, Mateo saw a man sitting on a bench. The man was an older New Yorker with gray hair, glasses, a brown coat, and a red scarf. His name was Robert. Mateo approached him and explained that he was lost. Robert listened patiently and asked for the name of the hotel. Mateo showed him the reservation email on a piece of paper. Robert recognized the hotel immediately. He pointed toward the subway entrance and explained which train Mateo needed to take. Mateo felt relieved, but he still had one problem: he did not understand the subway system.