@Susan
Firstly, I feel sorry for anybody in this position, and believe you me you’re not on your own, only today I've read of two cases of hacking or alleged hacking of two separated people account or payments.
There is common tread in all this, it appears to be Airbnb complete lack of culpability or response to people in stress which to be quite honest I just down understand.
1.Why must people badger Airbnb for a response?
2.Why does Airbnb keep hiding behind their corporate veil?
3.Why do Hosts/Guests feel it's their soul responsibility to sort out the mess? (Reach out to your Guest!)
4.Why do Airbnb have so much input on Hosts standards and pricing and little or no input on problem solving? (unless you regard community help as a response from Airbnb, get the Hosts to work for free)
5.Why do Airbnb make it so difficult to get help, if it were easy, so many people would not be continually on here complaining about how difficult it is to contact AirBnb.
6.Why do Airbnb consider an automated response reasonable?
You want the Cops/Police/Garda/Policja 911/999/999 or 998 this is not an unusual concept, emergency numbers backed up by competent first responders.
Airbnb need a universally acceptable emergency number like 999 they might even consider 666 or something similar, to help people in distress.
Susan, I sincerely hope you get the compensation and support you deserve!
Regards
Cormac
The Explorer’s Club Krakow.