Airbnb review: trust & safety department

I had guests stay at my home and they damaged a carpet (and a chair). I have hosted many times. I filed a complaint with AirBnb in a timely fashion and was appointed a case manager (Olivia) that was completely useless. She could not understand the case at all, made typos in her emails to me, and kept referring to the damaged chair that had been resolved. I asked repeatedy to be reassigned to a new case manager. I also called repeatedly the general customer service number, and could only speak to supervisors that although sympathetic could not reach the "Trust & safety" department. So they bungle my claim, then state that it was not filed on time and wash their hands of responsibility? This is appalling.