Whats the best way to get help from Airbnb?

[Suite-Legacy0]

What is the best way to navigate Airbnb's customer service and resolution process? 

I recently had a guest ask to extend  their reservation, we submitted a payment request thru the airbnb platform. They didn't pay and vacate the unit for several days. Now the profile is gone from the system.

When we contacted airbnb for help or a resolution, we were told our case would be investigated and and we would receive a follow-up call. We ended up with a email falsifying how we requested funds thru Airbnb.

I can't be the first host this has happened to. Any help or direction is greatly appreciated, if any.

[Emiel1]

@Suite-Legacy0 

If a guest wants to extend a reservation, the "change" option on the reservation will do the job.

"we submitted a payment request thru the airbnb platform" can be considered as nonsense.

https://www.airbnb.com/help/article/913/how-do-i-change-a-reservation-for-a-place-to-stay

[Mike-And-Jane0]

@Suite-Legacy0 I fear you have brought this problem on yourselves. If the guest didn't respond (and pay) for the change request then you should have removed them at the end of their originally booked stay.