Homey 1BR without Living Room Pavilion Permata Apartment

I got there at about 20:30, planning to check in for a reservation I'd made on Booking.com a few days earlier. The lobby was upstairs on the second floor, and the only access I could see was the stairs. A security guard was sitting on the second-floor terrace, looking at his phone. He didn't offer to help with my fairly heavy suitcase or point out the lobby. He only replied after I asked him. At reception, I was told the system, app, or Booking.com had cancelled my stay. I didn't remember cancelling, so I checked the app and my emails for a cancellation I might have made by accident or a notice I might have missed. There was nothing. I asked if anything could be done, but the receptionist just kept saying it was the system's fault, not the pavilion's, and told me to call Booking.com customer service. She gave no further explanation or alternatives, and didn't offer any consolation, so I went elsewhere. Booking.com later told me my reservation was still active and that the problem was with the property's system, not theirs. I still don't know exactly what happened. What stood out was how indifferent the staff were. I've stayed at different places for holidays and business trips. Staff haven't always been friendly, but they've been helpful, given me directions, and greeted me nicely. Sadly, I found none of that here.