Can Airbnb create a goodwill exception to both guest and host?

[Hyunjin7]

I am having an issue where Airbnb is demanding I pay back an outstanding fee. They gave a payout to the host, but I am speaking to multiple specialists (7 transfers) explaining my situation, and each time it seems like they just don't understand the issue - I have even included 18 paged document with tons of screenshots of 4 agents giving me conflicting and poor service (that created tons of confusion and wasted a ton of my time) and technical error that prevented me from rebooking the reservation back in Jan 15/16. I  am asking Airbnb to waive this charge on my account as I couldn't rebook back in January due to the listed issues on Airbnb's end which made me lose the reservation that I was trying to rebook with the host. 

[Rebecca]

Hello @Hyunjin7 👋

It's so lovely to have you here on the Community Center with us, I'm sorry to hear about your recent experience though. Did you get in touch Airbnb customer support about this issue you faced? 

Looking forward to hearing from you! 

[Hyunjin7]

Yes, after 13 days, 45 different calls and agents, it has finally be resolved! @Rebecca 

[Rebecca]

That's a lot of calls you had to make @Hyunjin7 - I'm sorry it wasn't an easy or straight forward process. Did you leave some feedback for the customer support team about this experience? 

What was the outcome in the end if you don't mind me asking?