Hi Jenneeden. I called 415-800-5959. But as I said above, I don't think I ended up getting the payout because they agree with me that the guest is a con artist. They said they were paying because they listened to the tape of my phone call, and the rep clearly gave me the incorrect information. (This is my interpretation obviously not a direct quote.)
This might just be a coincidence but since this incident, however, I notice that our placement is now awful. As a superhost, I would normally see our ad in the first few pages for a search in our city, but now you have to click through 8-9 pages worth of ads to see mine. I thought superhosts were supposed to get better placement but there are a lot of non-superhost listings before us. We also don't have instant book turned on, which I know hurts our placement, but some of the adds before ours don't have instant book, aren't super hosts and have weaker reviews than we do. I don't get it.
Maybe they are now also giving better placement if you have a flexible cancellation policy? (Mine is strict.) Another topic I guess.