I guess Airbnb did not design customer service with service in mind. I made a reservation for a month in Satellite Beach, Florida for winter 2019. Only by giving them my money could I then get the exact location of the condo and contact information for the host. Since I was already staying in Florida this winter I drove to the rental location the next day. It was not to my liking so I contacted the host, who was very nice, and cancelled the reservation on Airbnb.
The site told me to contact the host and have her cancel the reservation or I would lose over $3000. I asked the host to cancel my reservation. She told me that the site instructed her to have me cancel the reservation, otherwise they would charge her a cancellation fee. Neither of us wants to incur charges for a reservation that was only three days old for dates almost a year in the future. What an outrage. I sent a message to customer service, who promised to contact me within 24 hours. I plan to try the phone number you have published on this site to see if I have any better success.