I have rung airbnb over 4 times lodged a resolution claim and have not been able to go back to the property yet, and no response from airbnb after 3 weeks yes 3 weeks!
Tomorrow im ringing 3aw and making it all public about the disgraceful lack of support for host safety from airbnb.
Yes police were called etc but nothing from Airbnb re my concerns. Nothing and im a 150k+ host
I dont' know the specifics about your case so I cna't comment but very unfortunatley it's not at all uncommon to hear complaints like this - very lenghty delays, a complete lack of communication, hosts left uninformed.
I think ringing the radio station is an excellent idea, especially if you can be pithy, factual and unemotive.
The company hates bad press
Some hosts report that they get better quality support by using Twitter if that's any help
Hope this is sorted for you soon
Australia & NZ Country Manager
Not allowed to post email addresses here, but Airbnb staffers' email addresses typically consist of their first name, dot, second name, then @ the company name, dot com.