Host refuses to give a partial refund due to elevator being out of service the entire stay (4th floor, 8 nights)

[Mila1622]

Hi, we booked this place 

**

A few months in advance. Needless to say, coming with 2 little kids from abroad (one of them uses a stroller on a daily basis, she's 3), for a very well-planned vacation, I was VERY selective about the type of place we stay at. This is our once-a-year family vacation and we chose to come to the UK this time.

I booked it about 3 months in advance, for 8 nights. it wasn't cheap as you can see, I made sure (message the host) there's a lift, I would have never booked a place on the 4th floor without having a working elevator in the building.

The same day we arrived, literally 2 hours before we arrived, the host message me saying the elevator is out of service and he's willing to help us with the suitcases.

I tried to not freak out, I told myself it will probably be fixed the following day. But no, the elevator wasn't fixed the entire stay! 8 nights!

Every single day we had to carry the stroller 4 flights of stairs. We had to wake up our 3 year old if she was sleeping so that we can carry the stroller. It was physically painful. I kept reminding the host the we can't use the elevator, he said it's out of his control. Browsing the community page I see that it's very basic to give a partial refund for cases like this. The lift is clearly listed as an amenity, and it wasn't provided.

The host refuses to refund me (I requested a very minor refund, only $150, it's less than 10% of what I paid) and the customer service seems to be useless, this is what they wrote to me "I really do understand the reason why you came up in asking for a refund, however as much as I would to but your refund is your Host discretion.
The best way for me to help you is to contact your Host on behalf and ask for a full refund that you were asking, but this is to set you an expectation that it is your Host discretion."

I'm so disappointed with the way customer service treats this case, I don't understand why we pay so much in service fees and don't get good service. 
What do you suggest that I do? Thanks.

**[Identifiable information removed in line with the Community Center Guidelines]

[Helen3]

In your situation I would have asked Airbnb to cancel the booking and help you find alternative accommodation @Mila1622 

it's not acceptable for you to have to stay on the fourth floor with no lift and small children.

you are absolutely entitled to ask for compensation as a key amenity isn't working 

presumably you asked the host for compensation ? What was their response ? Airbnb can award against the host even where the host doesn't agree .

[Phil4361]

What happened in your case?  This same thing happened to me and Airbnb said the listing stated must climb stairs.  I thought may one or two flights not six like we had.