I did message them. The guest had strict cancellation policy so I just got sympathy.
It seemed airbnb customer service did not understand concept of "lifetime value" of customer. They could have made a lot more money in long term if they just refunded a bad experience.
It's totally lost its feel of welcoming host. Now it's just another hotel that's poorly run by people who want to make a quick buck.
I stay to hotels even if it's slightly expensive. The level of service and quality is always guaranteed