Air BNB awful customer service and minimal refund for bad stay

[India9]

I am seriously dissappinted with Air BNB who deemed it aceptable to refund us only 50% of 3 nights of a trip after we experienced a severe leak which leaked into our bags, ruined our belongings, and forced us to sleep on the floor by the front door. The ceiling cracked and broke, the apartment smelt of damp, was within a construction site which kept us awake, and air bnb say that because we went through the host to sort the problem and not them, we have ruined our chances of being refunded - despite their terms and conditions stating that if a place is unsafe/unsanitary we'd be refunded in full. The host invited us into his apartment at midnight to try and resolve the leak. Air BNB are siding with the host, a host that suggested if we wanted a relaxing trip we should not have picked a busy city. Pretty sure that any city wouldn't be relaxing if you're being leaked on. 

How is this an appropriate resolution?

[Lisa723]

You might try again... it seems that many guests are successful in getting 100% refunds and as you describe the experience it sounds pretty egregious.