I am sorry that happened to you.
Twitter is THE BEST way to get issues resolved. You send a message and they get back to you. It is a process but that is the most effective way to get assistance from knowledgeable reps. Nothing in Airbnb is designed for emergencies...it seems to me if you call and wait for an hour and need help RIGHT THEN, nobody ever is helped properly. However, when you reach out via Twitter, usually the help is exactly on par. Again, doesn't help when you are in serious need of a solution, so it's up to you to handle an emergency.
Also, remember, Airbnb is just a booking service. It is your job to do your own due diliegence. Think of Airbnb as a venue that connects guests and hosts and processes payments made by the guests who book your listing..that is it. They are not liable for anything..............YOU are. They 'verify' so they can say they did their part and the rest is on you. They don't require you to be legal in your town--because they are just a booking service, it is up to you to know the rules where you are operating. So treat is as such. Don't use instant book if you want to vet who is coming to your home. Also, ask to see id or passport upon check in, so you can have their legal name. Get yourself extra insurance and don't leave personal belongings out or things out in your home you don't want strangers to have access to. Not to sound harsh, but ANYTHING of value or private in nature you don't want anyone to see or take should not be out for the taking, that's common sense. I lock nearly EVERYTHING up...even the back gate, so guests can only access what I want them to access. I have nothing in that space that I can't replace for $50..seriously...I don't even care when people say "Oh, the space is worn out" because that is code for my furnishings are used...yup, because spill and crumb and misuse and break and one night of damage on brand new top-of-the-line furnshings could take me six months of savings to replace (which the neither the guest nor Airbnb will replace for me), which is not the point of me renting out my space for mad money!
Also, people forget the more they rent their space, the more chance for goofy and horrible. It's a numbers game- the more dates you are booked, you are playing the odds which aren't in your favor for smooth, incident-free stays.
Keep us posted on how Airbnb handles this. I wouldn't expect much.