Hi Laura,
Glad to try and be of help as I know how frustrating this is. I think I talked to have of their agents. All very nice, but all reading from the same useless script.
Yes, the problem with my listing (and I suspect yours) can only be fixed by Airbnb. They never explained what they meant by "custom" pricing. I use two prices. The first is the manual one that I input into the calendar. The second is the "base" pricing that Airbnb allows us to set. My understanding of this base price is to set a floor so that if we forget to price a month that becomes available, the system sets it for us.
I manually set both weekday and weekend prices based on my understanding of our rental market. Until the problem was fixed by Airbnb, their system kept changing the price back to the lower price their system picked.
I have accounts with Hospitality (used to be called SmartBNB), AirDNA, and Host Tools. I suspended/cancelled all of them because of their potential to automatically change pricing. I just wanted to let you know in case you inadvertently have a third party vendor that somehow is setting prices for you (sneaky software).
All the best! Now, if you know an alternative to CalFAIR property insurance that will insure our place in Yosemite, all will be good. We were dropped after the last two fire seasons. Argh, tripling in rate coming at us!
John
John