I've been a host for several years and in the beginning when I had an issue I only had to contact them and they solved things, but as time progressed things have been taking longer and longer and now they got to the point where even major issues no longer get solved, at all!
I had an issue with the calculations of special offers that were wrong and after talking to support for weeks in end I eventually gave up and the problem persisted, until they did a massive overhaul of their software and the bug disappeared.
A month ago I had an issue with the countdown to reply timer that kept counting down after reporting and blocking a scammer. The support agent suggested declining the inquiry but that is impossible, as part of the process is replying to the scammer but I couldn't after reporting and blocking them. The agent said that they would fix the issue and guaranteed that it wouldn't affect my response rate. Now a month later my response rate has dropped to close to the requirement for superhost (as I've had a lot of scammers in the last couple of months) so I contacted support again but the replies I'm getting are far from promising. I'm afraid I will lose superhost soon because of a bug in their software.
The other problem I have I discovered 3 weeks ago where my rates are being calculated wrongly quoting guests more than I configured. I reported the problem 2 weeks ago and after lots and lots of hours of messages and different agents, every time I'm getting the same questions to explain the issue over and over again and lots of apologies but not a single solution so far.
Because of the last issue I've been losing potential bookings and the problem with my response rate will probably cost me my superhost status while I replied to every single inquiry within maximum 10 minutes.
I've had a few other issues but won't go into detail as this message would get too long
It seems like their software is very buggy and the support is done by a first line support team that has no real connection to the other levels, while even big issues never make it to the development team and never get solved. The support team seems to be busy apologising and making promises that are never met.
AirBnb has gotten too big and too political to actually care about their customers. If feels like sometimes they're so busy virtue signalling that there's not time left to make sure that their tools work as they should.