Hello Helen,
So sorry for this late reply, I am only now seeing this. The problem was a violation was placed on my account blocking it from view, Airbnb did not know why the violation was placed, I did not either, but it has been resolved.
I do though have a new problem that maybe you can help me with.
In Costa Rica right now we are in an emergency drought situation so no water is coming from the municipality. My client of 10 days during Christmas, came to the property knowing the problem, I delivered water by truck to the property at an expense of $150 to me every other day. After the 10 days the client checked out, called Airbnb and told them she did not have water for a few hours one day. Airbnb refunded 30% of her payout, $2756!!! Clearly the fact that we are in state of emergency and I was still able to deliver water should be taken into consideration, two of the Ambassadors agreed and made a promise on the messages if I showed proof of the drought they would refund my money. I sent them the newspaper article from the country that came out January 3 speaking on the crisis and I sent them a letter from the municipality. When I called to get the refund I was pushed away with a "our decision to refund 30% stills stand. Case closed." I can not get anyone help me and I do not know what to do. This is complete injustice! Can you offer any advice?