Airbnb failed to pay over $4000 in cleaning fees

Hi, I have been a host since the first year of airbnb. It has been a positive experience.. until this discovery.The original info sheet from airbnb is not translatable(,so I suspect many have not discovered this.) My friend, a fellow host created a spread sheet for me on last years payouts. Both my friend and I discovered numerous bookings where airbnb failed to collect cleaning fee.. for me a total of $4000. My friend had only a fee, much rarer hosting, and she settled w/ airbnb for half of them as airbnb was so difficult to deal with. I am not willing to do that. I have been trying to find someone at airbnb who is in charge of payouts. I want someone higher up. does anyone know who that would be? Thanks, Joyce Garrity host of the orange house, the down home, urban cottage, seattle