a potential renter is finding it hard to book

[Sarah909]

HOw do I get AirBnB to help the potential renter at that end?

[Lawrene0]

The potential renter has to do that for himself, @Sarah909. You do not have access to his account, etc. This is between Airbnb and him. I would say you could provide contact information, but I don't know what country your potential guest is working from. Tell him to google "contact Airbnb" for his country. Tell him Twitter is a good way to get a quick answer. In that case he will tweet AirbnbHelp. 

A word of caution, if you don't mind. Do not let the guest talk you into letting him book outside the platform. They sometimes do that when they are having trouble. They are sometimes having trouble for good reason. 

[Edwin57]

They are right