@Amy812 Some guests don't know to turn on their Airbnb notifications in their profile, so once they've booked, unless they have questions to ask you, they may never check their account for messages. But that's not an excuse for not answering messages, emails or their phone. I get what you mean about thinking maybe she died or maybe had some serious accident or something. But some people are weird- they'll book and then just show up at the door 2 months later (my guests don't, but I've read here on the forums about that)
I have had to ask Airbnb to contact the guest 3 times over the last 2 and a half years. But that was when I didn't get a response in 5 days or so, not for 3 months. Twice the guests had been somewhere, camping in one case, and at a retreat in the other, where they had no Wifi or cell signal (at least that's what they said). In the third case , the guest had had a death in the immediate family and was consumed by it- her Airbnb messages and answering her phone was far from her mind. I'm quite sure that one was true because she cancelled, sent a super apologetic message, said she never got any notifications of my messages, and never asked for a refund.
Yes, Airbnb was responsive and did get ahold of the guest, in the last case, it took them 3 days to reach her.
I can never remember from one time to the next how I get there, but yes, I used the Contact Us message function to contact CS. But I did it contacting them about that specific reservation- there's a place where your active reservations come up in that Help/Contact section and the message is related to that reservation, not a general contact box. They seem more quickly responsive to those messages about a specific reservation.
Personally I get stressed with last minute stuff, so I send my guests a map to my place (via email) and a message re check-in, etc, one week before arrival (most people book here at least 2 weeks before check-in date) and ask them to confirm that they got it. If I don't hear back, I try once more, and might send a text message to tell them to check their Airbnb messages.