No effort, no response, NOTHING

Great and easy platform to book, however their service from there side is an stressful process. There is no response for days ongoing, there is no direct contact number. Even the host cannot get hold of them. I have been waiting 4 days on an cancelation response, 1 and do not know if I can get a refund? 2 the host is waiting on if I am really canceling.. 3 I have no idea what is going on.