It seems that a company manage the airbnb platform and you did not manage directly to the host. So when a problem came nobody answer it........
I spend 5 days there and did not recommend anyone to stay. you will have a room on a place that lives long term guests. the place was dirty. like a student place when dirty dishes where all over for days without anyone taking care of it. there was no space in the fridge to put my stuff and it was full of outdated groceries. the bathroom was dirty (nobody clean it during my stay and there was no cleaning products to do it on my own) also and the people that use it left everything wet. The were laundry underwear hanged on the kitchen since I came and it might be probably still there. The room were I had stayed cant be locked from the garden and anyone can come. i was not confortable about this situation and the only option that it was given is to cancel my reservation and move to somewhere else. instead of paying for someone that fix the door (problem they knew before renting the room). I was using airbnb since 2017 and it was the first time I had this kind of experience. Read also about my options and besides refunding you the money they platform does not guarantee that you have another place they put you in if the place is shit (like this one). I will pay extra attention in the future.