@Charlotte495 You can try contacting them through twitter, which is said to get the best and fastest responses. They are known for never calling back.
One thing I've found when dealing with CS is that in order for them to understand your issue and address it, rather than send you back some nonsensical response, is to state the question or problem as simply as possible. If you write long paragraphs, or try to explain everything at once, it doesn't work. Use short sentences in bullet point form, in chronological order of the problem. Or don't try to state it all in the first message. Say something like "I have an issue with the Occupancy taxes that were and were not deducted. Please don't send me a link to the Help pages, I have a specific problem not addressed there. Thank you for your attention.". Hopefully you'll get a response like "My name is XX, what specifically can I help you with?" "My Occupancy taxes were not charged properly". And back and forth and so on.
At least this is the method that's worked for me. Don't hit them with too much information at once. And it's amazing what a few nice platitudes will do. Always say "Thank you so much", or "I appreciate your help." They get bombarded with questions and problems all day and none of those guests or hosts are happy campers. They tend to work a little harder for the polite ones, who have a kind word to say, which is understandable.
