The door won’t lock or an entrance is open
What to report when your apartment or a shared entrance cannot be secured.
On this page
If your apartment door will not lock, or an entrance is unexpectedly open, contact your host promptly. Explain whether it is the apartment door, front building entrance or back entrance.
Make a safe check
Follow only the locking instructions in the private guide. Check that the door closes gently and nothing obvious is obstructing the latch. Stop if the handle or lock resists, the keypad has no power, or the door still does not secure.
Do not force the mechanism, change batteries or settings without instructions, prop open an entrance, or try a different apartment. Do not publish a photo showing the access code.
Tell your host what happened
Report which door is affected, whether it closes but does not lock, what the keypad displays and whether the problem is happening now. Send a photo or short video if you can do so safely. Ask for guidance before leaving the apartment unsecured.
If you feel unsafe
Move to a safe place. Do not confront an unknown person or investigate a possible break-in yourself. Call 911 for an immediate threat, then notify your host when safe. Montréal’s emergency contact guidance identifies 911 for dangerous situations. A routine lock malfunction still needs prompt host attention; use the reservation contact details.