Sadly, @Craig671 , most of @Airbnb‘s support ambassadors are volunteers. They probably are trying to do the best they can with the knowledge they have. I agree with @Sarah977 , this isn’t the place to directly address customer service, as we’re other hosts. However, I can tell you from my past personal experience, @Airbnb doesn’t like public exposure.
I know it is so difficult to stay calm when, a large majority of the time, the responses you are given don’t even make logical sense. Again, remember, the support ambassadors are probably reading the same thing over and over from a script provided to them and don’t know what to say beyond that. Insist that a manager contact you. Try to get them to do this via the app or email so that you have a written record of conversation. Check the legalities of recording phone conversations in your area,—most places allow for this as long as you disclose it up front at the beginning of the phone call. I personally use an app on my mobile phone called “TapeACall.” This can also help in resolving problems with Airbnb.
Your idea of going to the local news is a good one. Also, use any social media you have at your disposal in order to garner some type of response. @Lizzie , can you step in here and refer someone to help?
Best of luck going forward!
Julieanna