@Nicola135 @Sally144
Did you girls ring from your registered Airbnb phone number?
I believe in America Superhosts are given a dedicated service phone number which is not available to general hosts.
Here in Australia, and as far as I know elsewhere in the world, if you ring from a phone that is not your registered Airbnb number you will be placed in a queue like eveyone else. If you use your registered airbnb number...that is the one Airbnb sends you sms information on, when you call, the system compares the number you are calling from with your registered Airbnb number and if it assesses that the two numbers match it registers that you are a superhost and immediately patches you through to a help centre.
Even though I ring my local Sydney number 02 85203333, if I ring from my home phone I get this run around of birthdays, phone numbers and whatever followed by the # key for 3 times, but if I call from my registered mobile number within 15 seconds I am talking to someone in San Francisco, or elsewhere. I was told this by a helpdesk operator when I mentioned surprise at how quickly my call was answered the first time I used my mobile. She said this is the situation that is set up to better help superhosts
This may not be relevant to you girls but it's just a snippet of information that might help.
Cheers.....Rob