Support is NON-EXISTENT!

I am so unhappy! I have always had the best service with AirBnb, but now it is getting ridiculous! We made a booking for our company for a conference that was cancelled due to COVID. There was 2 apartments booked. Once they extended their cancellation policy, I canceled the one without any issues. The second booking has however disappeared from my dashboard. So I tried phoning them, but due to them not finding the booking that disappeared, I can't get past their automated answering machine! They say that they are only helping people with bookings that are within the next 72 hours, and ours was due in 48. I have sent MULTIPLE messages to their support page, I have contacted the host (who unfortunately can't help me) and even wrote on their FB wall to please urgently contact me - AND NOTHING. I have been struggling for over 2 weeks now. They are costing us over R8000!! I hope they see this here and realize how useless they are!