Hi Megan,
I agree with @Mike-And-Jane0,
There seems to be multiple obviously glitches going on in all spectrums of AirBnB and would hope the management team can set these strange type of events in order or at least have a valid explanation. I question why some things are so taboo while other things just seem to sneak by.
Possibly a few repeated calls as that has worked for me with other companies, if who I talk to gives me a ludicrous answer, I just call back , usually times several times until my problem in resolved. I would say this works 99% of the time.
If all else fails I would write the CEO Brian Chesky and ask him directly.
Hope things get better for you.
Betye6