@Kathy1031
Kathy I am so sorry you are having an issue with a guest that you can't get addressed. If you can give us a few details it may be possible that someone here in the community centre will be able to help you in some way.
Since Covid-19 started to show its influence, Airbnb has let go about 1,200 of it's employed staff and much of support is now outsourced to a number of companies, the main ones appears to be called Zendesk and another called Arise Solutions
https://www.zendesk.com/customer/airbnb/
These companies employ there own subcontractors who act as Airbnb agents. They can be based anywhere in the world and operate from the own residence. The level of support you will get will be directly related to the knowledge the individual agent possesses. It might be great, but equally.......it might be terrible!
Support results from the phone pool seem to have dramatically slipped over the past year and I would suggest you perhaps abandon that method of contact and instead use Twitter.
Airbnb seems to have dedicated staff who monitor their Twitter feeds, these staff may have a higher level of expertise than the phone pool and an enquirer will usually hear back from them within 15 minutes of posting an issue.
Step 1: Log into Twitter
Step 2: Search for @Airbnbhelp and choose "Follow" them.
Step 3: Send a Direct Message (DM) explaining your issue and wait for their response. They will ask you for your personal information such as your listing for account verification, but always keep communication via DM so it is not public.
If I can give you a piece of advice Kathy, as @Sarah977 has said, don't rely too heavily on Airbnb for support! As a host you have to appreciate that guests make Airbnb money, hosts cost Airbnb money so, in many instances support will lean substantially towards the guest's side of any problem issue.
Best to take control of your listing and simply use Airbnb as a booking agency and don't expect them to be your fairy godmother. You may get help from them, but the chances of that do seem to be decreasing as this pandemic drags on!
Whatever your problem is with this guest Kathy, keep all correspondence in the message stream, and don't resort to contact via personal phone or email where there is no record of it should it be needed in the future.
I am sorry we can't be of more help than that. All the best.
Cheers........Rob