Booking.com complaint: Key Pick Up

We booked with booking.com for a holiday to Benidorm on the 9th of may to the 18th of may , and they sent a email from booking.com office at Benidorm to pick up the key as they would stay open until 12 midnight . We landed just after 10.30pm and arrived at booking.com office at 11.15 pm . The office was closed and we had to self check in at their portal at booking.com . We followed all the instructions following the screen but at the end of the process we had to pay the deposit with my card at their cash machine , but the machine was not working there fore we could not get the key for our apartment. So we looked all over to find somewhere to sleep and as you can guess we was very stressed and caused for a argument with myself and my husband. We finally found a place called the Halley Apartment and paid 75 euros for the night.

The next morning we went to booking.com office and told them we could not get the key as the card machine was not working, All she could do was shrug her shoulders and took the 200 euros deposit and gave us our key . The point i am making is we want reimbursement of the 75 euros at another apartment and the loss of one night stay at coblanca apts which we could not get the key for . But it has fell on deaf ears and were not getting anything from them , no apology , and the fact we was very stressed that night with suit cases trying to find some where .