No way would I give a refund for that.
We had a 10pm arrival who then called reception stating Foxtel not working. I explained how to do it. Guest started demanding refund as her 10 yo daughter had to have Foxtel at 10 pm. Started banging on door. We checked room and all correct. Ended up calling police to remove her. She did the thing on TripAdvisor but I had the last reply.
No refunds for assholes.. That's just my policy.