OK, I got this, been through it, it can be terrifying if this is more than a hobby, and you've grown into a full blown source of income.
If everything I read twice is true, and without missing other circumstances, breathe, breathe, and write down everything in a text program, don't go on and on and on - they won't read it. Short.
•Short
•Bullet points
•Do not make any accusations or insinuations
•I tell my partners and other hosts "write it as if it was a computer error algorithm so the tone is totally smiling"
•Briefly compliment Airbnb and thank them for Superhost status, and one sentence, how that designation changed your commitment and you did even better.
•Focus on what you apparantly did to ACCOMODATE the child, and be careful here, this forum (and the world) are operating in very complex legal areas on pets, service animals, children and even saying it's a reservation for one and showing up with 2.
CALL, and trust . . . you need one thing first, an agent to WRITE YOU BACK A WRITTEN MESSAGE inside the platform (or an email from Trust and Safety) even if it says nothing except "we will pass the buck blah blah onto another team member whose name I won't give you and by-the-way-I-won't-give-you-my-name-either".
RESPOND FAST or they close the case. Before you saw it.
I've been through this a time or two. 200 check ins a month, so if anyone thinks I am giving bad advice and you have less than 10 interactions with agents a month, stick it.
and never put in writing anything like that last sentence.