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.