Unable To Gain Access To The Booking.com Apartment We Paid For April 2-5/2026

I made an apartment reservation through Booking.com at a property called “Sur la main” in Montreal for a stay on April 2, 2026. Despite having fully paid for the apartment, my travel companion and I were never able to access the building because the entry codes provided for the main door did not work. On the day of arrival, we spent approximately two hours outside the building trying repeatedly to enter the codes we were given. I contacted the host multiple times, and each time they sent new codes or instructions, including at one point telling us that the main door had been unlocked for us. However, none of the codes worked, and the door was never actually accessible, so we were left unable to enter the building or use the apartment we had paid for. I have used Booking.com many times in the past without any issues, but during this last trip, not only did we lose our reserved accommodation, but I also could not reach Booking.com support properly. I tried contacting Booking.com multiple times, but the lines were always busy, and I was unable to get assistance in resolving the problem while we were stranded. Because we never gained access to the apartment and did not receive effective support, I am requesting a full refund for this reservation. I also ask that Booking.com review this case and the host’s handling of it so that other customers do not experience a similar situation.