Unsure of how to resolve.

[Linda3182]

Hello,  I have a prior guest requesting full refund.  Apparently, he and his girlfriend and dog were locked out at midnight on 2nd night of 2 night stay.  They said the keypad wasn’t working.  The guest called Airbnb.  ZERO contact was made with me on the APP and neither Airbnb or myself were able to reach the guest.  Attempts to reach and assist were not responded to.  Airbnb tried for a couple days.  4 days after checkout they used the app for a resolution claim of the entire stay. They stated they drove home and returned the next day to get their things.   At one point they contacted me using a different phone number but never by the APP. It seems like a third party booking.  I don’t know what went on exactly.  My crew went over in the morning and the keypad was working. Something seems scammy to me. Ideas on how to resolve?

[Linda3182]

@Helen3 Also,  due to the confusion I had to cancel a guest coming in the next day.  Didn’t know what was going with this guest.  Fortunately, Airbnb waived penalty for last minute cancellation. 

[Helen3]

Glad to hear airbnb came through @Linda3182 

[Helen3]

If the keypad wasn't working strange they made no attempt to contact you and were able to get in the next day without a problem, @Linda3182 

If you are confident there are no issues with the key pad, I would say to the guest you are puzzled by their complaint as they didn't contact you at any point that evening to say they were locked out . And that when they used the lockbox the following day it was working .

this being the case you wouldn't be able to consider their request for a refund .