@Deborah799
You're absolutely right, it shouldn't just happen by default.
However honestly, you need to pick your battles.
To be blunt, If you imagine that you can escalate this and get someone higher up give you a reasonable response, or even remotely care, you are dreaming
If you phone, you will just get platitudes. if you message, the case will most likely be closed without a response. The company does not have a complaints department ( that's why so many hosts come here to vent) nor are they in any way accountable or transparent about anything.
As you have discovered they are experts at turning it around and making out like its your fault and that it's something you can control so do it. You have your resolution and it's fixed.
Share your outrage here by all means but you'll only get more and more outraged trying to escalate within the company because you will get precisely nowhere.
You probalby wont' get a lot of response here either to be truthful, as there are so many more things to be outraged about - the most recent that springs to mind being a host that had her listing shut down and all reservations cancelled for a couple of weeks with no warning and no explanation. It's back up, with a strict warning not to breach safety regulations again. when she asked what safety regulations she had supposedly breached, she was informed she could not be told for privacy reasons. I'm not kidding. read these boards for a couple of days. They're an eye opener.
Keep a close eye on your listing at all times - the system is full of glitches and things can get altered without notice.
if I were you I'd check in on these boards regularly - you don't need to contribute - just reading and seeing what is going on is highly educational and can help to prepare you for the worst aspects of awful guests and incompetent customer service. There are also some wonderful feel good stories and moments of humour. There are a lot of great tips. I have found it very helpful and it's put me a step ahead on more than one occasion.
Hope is of some help even though I know it's not really what you were after.
Regards