Booking.com complaint: Lockboxes did not open in order to be able to get into Apartment

I informed Guest Services we would arrive after hours due to our train would arrive late at 9:11PM and in order to pick luggage and get a ride we would arrive possibly byy midnight. I was assured it would be fine because the lockbox would hold the keys and I would receive a video and the code to get the keys. When we finally arrived it was around 11;00pm. I followed the instructions and there were 2 lock boxes neither box would opened. I called the number given to me and finally got a return call but was unable to be helped because the people that could help were not answering. We were left out in a neighborhood that looked like an unsafe area. We had a child and were left without a place to stay. After many different places and be told they were full we finally found somewhere to spend the 3 nights.We called for a Taxi but we did not get an answer after intending to walk it became to unsafe and far, so we were able to get a ride from Lyft we finally arrived at our Hotel around 3 am. I got a message from Guest Services at 9:40 am, on the 25th of June, which was really to late and didn’t want to lose the money for the place we were forced to get. We acquired a bill of $838.60. and didn’t want to have to pay again for a place where it seemed that nobody cared that we had a child out until 3 a.m. with no place to spend the night.,