@Allison419
Sorry, but that's the system. You may never receive any reply, or if you do, it may not provide any relief. Or perhaps your listing could be suspended because the guest you're claiming against writes a fabricated retaliatory review. Or something else inexplicable.
Vet your guests carefully before they book. And if after that, they still cause damage or defraud you in some way, work it out amicably between you, or if it's minor, just chalk it up to experience. No sense in adding insult to injury.
It's always better (and safer) to avoid Airbnb intervention whenever possible, if for no other reason than to avoid the frustration.