@Manksco0 The most important thing you should know about AirBnB is that it should really only be considered a listing platform. It gives you the ability to put your property/ies on the market and get them booked. Beyond that, there is very little support, as you are now experiencing. You should learn to not expect anything beyond the limited marketing of your property.
I'm not saying that that's okay (because they imply differently), but that's the way it is. If you use it solely for that purpose, I'd say it's a pretty good deal. Guests can view and book and pay, for a mere 3% on your end, as opposed to having your own website on which you have to put all of those tools in place.
However, you can't expect much in the way of support for other issues, as you've experienced. They won't even do much to fix mistakes that they have made, as you've also experienced. The outsourced customer service agents are generally poorly trained, and seemingly incapable of understanding and implementing AirBnB's own policies.
The best thing you can do is get your properties in good shape, decide on YOUR pricing (never use smart pricing), and run things as well as you can to avoid problems with guests. That includes good photos, descriptions, and clear house rules. Take the time to describe anything potentially unpleasant, like street noise, quirky features, or anything else that a guest might choose to make an issue of.
At that point if you do seek help from AirBnB, you're in a better position to defend yourself against guest accusations or any other things that may arise.
BTW, when you reply to someone on the forum, tag them in the post with an @ and their user name, so that they get notified of your reply.
It seems like you've already invested a lot- 15 apartments!- without really knowing how AirBnB is going to work out for you, but hopefully it will work out. I think your early foray into the market with the units not quite ready may have been a blunder, but sometimes we blunder and just have to pick up the pieces.
Good luck with all of this! Kia