OMG this sounds horrible. Let us know if you have any update.
I have contacted Airbnb myself recently due to some accident at my apartment (guest left the water tap on flooding the two apartments below me) and have heard back finally after a few follow up phonecalls. However I get a stock standard reply which you will probably receive:
"We're sorry for the confusion regarding our policies. We would like to clarify that the Host Guarantee is not an insurance policy. If a host requests compensation through the Host Guarantee program, Airbnb will review the damages to determine if the guest is responsible and if the host qualifies for reimbursement under our terms: www.airbnb.com/terms
If the host qualifies for compensation, Airbnb will take measures to recoup those funds from the guest. Guests are responsible for leaving the listing as it was presented to them and therefore, responsible for paying for damages they may have caused during the course of the reservation. This being said, the Host Guarantee program does provide payment to the host whether or not we succeed in collecting all of the funds from the guest.
You have either 14 days from the guest’s check out date, or before a new guest checks in, to make a claim for damages. We feel this is enough time to allow hosts time to check their space before new guests arrive. It's also important for the peace of mind of your guests that any claims are made in a timely manner.
The Resolution Center is a required first step in the damage claim process. Please request payment from your guest directly, and upload all applicable documentation for their review at: https://www.airbnb.com/resolutions
If after collecting documentation you find that the costs to remedy these damages is different from the amount you originally requested, you can adjust the amount even after initiating your Resolution Center request.
If your guest does not respond or you cannot reach an agreement within 72 hours you may choose to involve Airbnb in the Resolution Center and we will be happy to mediate.
If you have any questions or concerns in the meantime, please don't hesitate to contact us."
Good luck and keep us posted.