I had this before when staying in Toronto. We booked an apartment that was walking distance from the downtown nightlife and when we turned up the host wouldn't come to the lobby to let us in. He stopped answering his phone and when the concierge called he told him to tell us to go away.

Booking.com gave us a refund after a 2 hour call and offered us $20. They removed our negative review because "you didn't stay at the property and were refunded".

I am strictly hotels only after the shenanigans from AirBnB and Booking.com.