Very sad to read you @Katia437 Katia,
my situation went even worse (than it was before), I have talked with them around 18 times, twice they hang up on me, I started to to hosted guests since the end of March, I have had so far 4 reservations (the first stayed a month), then another 3, I have received $0 from Airbnb, and I was having another 10 reservations ahead, the total was about to be around $10,000 Canadian dollars, I have being paying the cleaning service out from my pocket, they never gave me any answer, just exactly like you over and over and over again, the situation has been escalated and a supervisor will contact you, they don’t transfer me with the payments department, with a manager, with someone that can actually do something!
the last call had, I asked them to cancel al the reservations (I needed the money but now is more painful than something else) I’m not going to pay any more cleaning services, and can you imagine? They said ok let’s cancel but we will charge you a penalty of $100 per cancelation WHAT??? So what I did is to send out a text to all of the “future” guests and informed the situation and specify that my house will be dirty and that if they still wanted to come? Then I was not to let them down, but I was not to move any finger to have it ready for them, some canceled by them, some said they don’t care (so I still will host people even with the house dirty) and some went angry with me (what?), and guess what? When I told Airbnb I was about to do that and tell them I was not to clean the house? Do you think they cared? They didn’t care at all!!
If you have WhatsApp please contact me, I have recorded (video) every call with them, I’m not being a scammer, I’m preparing all to make a documentary about this case, Netflix showed interest about this topic, at the end of the day Airbnb is a very well known company around the world, they’re ant this stories, look for my info over the internet, write Romanesh Reynoso on goggle, see my IMDb website, I have worked on big Netflix shows, we can do something here, I promise you!
i hope your situation gets better really, this is painful and caused me not trust and I feel betrayed, we have to be together I think! Send you all the best 🙂