I wasn't complaining about the 12 hour delay, just making note that it did take a long time to get a response and to try to set an expectation level for other hosts reaching out to Airbnb for non-critical questions.
It was a question about a guest no-show. She "verbally" cancelled due to a family emergency and was booked for 4 nights. I sent her the links for cancelling and how to file for Extenuation Circumstance. After the second night, I thought, I'll just reach out and see if I need to do anything else. So, not urgent or an emergency.
My complaint might be that, if I had needed to do something, the timing was bad with the response coming in the middle of the night. One can assume, if it had been urgent that I act in some way, the response would have been quicker.
Just trying to provide some transparency about Contacting Airbnb.