Refund request refused with no explanation

[Jane3798]

I requested a refund for my first night as I could not access the property. Airbnb have refused my request with no explanation. Grateful for advice on what I can do next.

[Sudsrung0]

@Jane3798 

Maybe you could give us more details........?

How long was your stay meant to be?

Could you access after your first night?

[Jane3798]

4 nights. Door was meant to unlocked but was locked. Tried to contact host.  They said I must have tried the wrong door! Gave up and went to a hotel. Arranged access the next day

[Gwen386]

@Jane3798 What was different or changed  the next day when you gained access from the previous day when you couldn’t?

[Jane3798]

The host arranged for someone to meet us and let us in, which would have been much better for when we had first arrived

[Mike-And-Jane0]

@Jane3798 and most importantly - Why couldn't you get in and where did you go?

[Jane3798]

Hi - see above reply, thanks

[Helen3]

Did you try and access the wrong door @Jane3798 ? 

If the host was unresponsive at a time they knew you were planning to check in you may be entitled to a refund.

[Jane3798]

No it was the right door. Airbnb have had all the info and declined the request. I’d like to escalate/take it further

[Helen3]

You still haven't answered the key question. what happened when you tried to check in. Had you agreed a check in time with the hosts? What did the host say when you called them to say you couldn't get into the property @Jane3798 

Sadly we can't advise you unless you provide a full picture of what happened.

[Jane3798]

Sorry - yes we arrived at the agreed time. The host was unresponsive to messages and we tried calling but it wouldn’t connect. This was early evening in New York and we couldn’t wait around indefinitely - we needed to be sure we had somewhere to stay that night (we have 2 kids). 

[Jane3798]

The host asked if we’d like to check in the next day and we said yes. We assumed he would refund us for the first night without even being asked. 

[Gwen386]

@Jane3798 Never assume anything!

[Mike-And-Jane0]

@Jane3798 did you arrive at the time agreed with the host?

[Huma0]

@Jane3798 

That sounds like a weird set up. You were staying in NYC and the door was supposed to be just left unlocked? Who does that?

Whatever, if you could not gain access as per the instructions given by the host, of course you are entitled to a full refund. Do you have your attempts to contact the host, and their response (eventually) to sort it out the next day, recorded on the Airbnb messaging system?