Robin, I hear you...I'm not too satisfied with AirBnb Customer Service, either.
Just a couple of thoughts:
(1) Re-list your place under another name or as another listing with Airbnb. You may loose
your SuperHost status...but maybe able to build it up quickly again. Make sure you comment on the Bad Guest Comment. You have to speak up for yourself. Some Guest made a "bad" comment about my place and I made sure he and everyone else that read his comment that I wasn't about to "disgrace" my place. I' ve worked too hard for it...
(2) Don't know if you have your place listed on other Platforms (i.e VRBO, Expedia, etc) . I
think Airbnb, by far, has the marketing thing down pretty good...but competition is
always good.
I've been with Airbnb for about 5 years. Recently, I changed my "tune" with them by renting out a Yurt; rather than my home. It's a different "gig," but it pays the bills. Make sure you explain upfront to your Future Potential Guests, that you had a problem with the BB;'s, but you got it under control. Show documentation...whatever. With Covid...some people are is on "hyper alert" and fear if you even look at them. I'll say a prayer for you. It's a power weapon against the enemy.