@Matthew285, It's definitely is a confusing situation!
The true essence of the problem is that we provided them accomodations and permitted them to use our utilities and condo amenities, heck, we even gave them a bigger condo that could fit at least 12 people instead of the 2 unavailable condo units that she previously booked because the guest told us that they would be 10 guests plus and additional 2 guests, 12 in total. And when the guest initialy objected to the changes, we offered to cancel the booking, free of charge, and on the same day. Yet she decided to proceed anyway!
From what we could piece together, The guest wasn't being truthful to begin with. The guest had specified that there were only going to be 10 guests in total. But on the day of the booking, she stated to us that she would be bringing 16 guests and two private vehicles. We were totally unprepared for these changes!
I tried calling the Airbnb Support Team via callback. I waited close to an hour... but nobody picked up the phone to accomodate me. Right now, I'm using the private message service instead.
I appreciate the feedback that you've given! Cheers!!!