Leo Apartment

Pleasant
Traveller Type: family with young children
  : The location was very central and apartment was clean.
  : The staff were extremely poor in dealing with my issue upon arrival. I arrived at around 10pm to the apartment, retrieved the keys from the lock box however could not gain entrance to the apartment door itself. I already knew there must have been past issues with the door as it was included in the instructions for entry to the apartment. Upon failing to enter the apartment on numerous tries, I phoned the number provided. I was told to "keep trying the door" despite explaining that I'd done so for the last twenty minutes. I was with my 80 year old grandmother who was tired after our journey so I needed to get this fixed as soon as possible. When speaking to staff, it sounded as if one of them would come to the apartment. They phoned back ten minutes later and asked again if I'd got in the door. I explained that despite their instructions I couldn't get the door to open. They then said that there was "nothing they could do until the morning" and hung up the phone. So now I'm left at an apartment with my elderly grandmother, stranded with nowhere to sleep and no help from the apartment. This was absolutely shocking and left me losing trust in not only the owners but booking.com. I tried to phone back however found that my number could not get through numerous times so I believe they had blocked my number. With no further communication from the apartment staff, I had to venture out to the street and visit the local police station to try and see if someone could help me enter the apartment. Thankfully, a policeman helped us but even he struggled to get the door open. After ten minutes he finally managed to gain entry. During this time, the apartment had not again contacted me so I went to booking.com messenger to speak to them where I expressed shock at what they were suggesting and lack of help but they didn't seem that interested.