@Kate762
I've a keypad system for entry to the apartment here.
Some weeks ago, woke up on a Sunday morning to half a dozen messages that were sent at 0300am
Guest insisted that the keypad was broken, demanded I should immediately arrive, then they threaten me with a hotel bill for the night if I didn't urgently attend, and so on.
I went around in the morning, of course the keypad system was working fine, beforehand also printed off the audit.
Here on log trail was evidence the guest was typing in random numbers into the keypad every minute for 30 mins. Pointed out politely the schoolgirl error of the guests.
No surprise, alcohol was involved.
The guest had two numbers I'd given, including one that was the first four digits of their telephone number, and they were shown how it all works on arrival, plus door keys if they didn't want to use the keypad. There is only so far you can 'idiot proof' entry.
Anyway, you can't be a guardian angel for 24 hours a day. Guests have to take accountability for their own actions - moving things out to the car at silly o' clock, it's up to them to do a mini 'risk assessment' of what could go wrong with that plan.
Don't feel you have done anything wrong or let guests down.
Refund? No. They could at least have a kip in their car.