On arrival we were not able to open the door. The lock was sticking and would not turn before the code expired. I called the host after hours. The first person (Judy) wasn’t helpful; however, she stated she would dispatch a tech and someone would call. After no response for about 20-25 minutes, I called back. Alice verified the previous info and again stated she would ask someone to call. Alice was more pleasant and helpful. However, still no call back and another 30 minutes pass so I call back. Judy answered again and unpleasantly asked if I was the person who had already called. I explained we have not had a phone call response nor had anyone shown up. By now we are still standing outside waiting about an hour and a half before the tech arrives. He stated he had a 40 minute drive and couldn’t the dispatcher resolve the problem when he (Ray) called. We explained how long we had waited and had not received a call from anyone. Tony was able to assist us; however, we feel that the problem could have been resolved with a phone call so we could ask questions and not have to wait for so long. If the people on the phone had more information about the locks since there are different locks in the facility this problem could have been resolved quickly. Or if there had been lock information in an email before arriving that would have been helpful. Had a tech called us we feel that we would have been able to resolve this without Tony having to be called out for this matter.