Booking.com — No help provided

i arrived at the property i rent around 15:00 local hour , there was no staff, i follow their procedure to check in, they left the key near some bicycle and the dosn`t unlock, the code provided dind`t work to unlock the key. i tried to call them and after 15 minutes they answerd , they see taht the key dosn` work , and didn`t want to send some staff to check what is the probleme, they tol me taht they work only via phone i wait there for two hourse and nobody came. and ui was forced to go and find another hotel or that night

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