Three of the doors here — the ones opening onto the garden — use a common French multi-point lock. To lock them, you need to lift the handle up before turning the key. It's completely normal, just easy to miss if you've not seen it before.
Good to know: lifting the handle is only needed to lock a garden-side door. To unlock it again, just turn the key as normal — no lifting required.
- Close the door fully so it sits flush in the frame.
- Lift the handle straight up as far as it will go — you'll feel it engage.
- Turn the key to lock.
- Garden-side doors (3 of them): lift the handle up, then turn the key — to lock.
- Street-side doors: just turn the key — no lifting needed.
- Unlocking any door: just turn the key — the lift is only for locking.
Don't leave a key in the lock. A key left inserted on one side blocks anyone from unlocking that same door from the other side — always take your key out once you're done.
Can't unlock from outside
This is almost always because a key has been left in the lock on the other side of that same door — it physically blocks a key from turning on this side too (and works the other way round).
- If someone's inside, ask them to check that door and pull their key out of the lock.
- If there's another garden-side door nearby, try that one instead — each door locks and unlocks independently.
- If no one's around to check and no other door works, message your host below rather than forcing the key or the handle.
Able to get in now?
You're in
Glad that sorted it.
Door won't lock
This is almost always the handle not being lifted all the way — the lock mechanism can't engage until it is.
- Make sure the door is closed fully — even slightly ajar, the multi-point lock won't line up.
- Lift the handle up as far as it will go, past any resistance, until it stops.
- Try turning the key again.
Locked now?
Locked
Glad that sorted it.
Something else
Type what's going on in your own words and we'll point you to the right fix.