Airbnb Refund Policy questioned

Airbnb should question their refund policy to guests . On a bad experience from check in , I had no access to the property on my arrival for 20 minutes , once I managed get up to the unit , there were five people still setting the unit up , once I was in the apartment only to find no hangers in the cupboard, hence could and still not get unpacked and settled in, the tv does not work ! just to make this a more pleasant experience I have no gate access to the complex but rather have to phone the host to open the gate remotely for me , after arriving back to the complex last night after dinner at 23h30 I was only able to gain access onto the property just after midnight , I have no interest in a 10% refund ! This host should have contacted me yesterday before my arrival to make arrangements with me knowing very well the apartment is not ready for a guest/s to check in . It is clear that Airbnb protect their advertisers regardless of the hosts actions and attitude.