@Bez8Some thoughts on your 3 points.
1. While hosts being able to remove one review per year would be a good step, there are changes that could prevent these retaliation reviews from ever happening in the first place.
No guest who has caused damages or snuck in extra guests or a pet, thrown parties, etc, backed up by documentation, photos, submitted to Airbnb should ever be allowed to leave a review. Of course, if a guest, when asked to pay for damages or extra cleaning responds by apologizing and saying of course they will pay and do, that wouldn't apply.
2. I composed a post here a year or two ago outlining how CS could be improved, which I can't find now. My suggestion was that instead of having the front line staff deal with all sorts of different issues, that CS staff is thoroughly trained in only one type of issue.
So when calling or messaging CS, there would be what other companies do. Press 1 for reviews, press 2 for cancellations, press 3 for technical issues, and so on. That would be answered by the dept. that is specifically trained to know all the ins and outs of that topic, be fully versed in all the Airbnb policies regarding it and have those policies close at hand.
That type of revamping of CS would largely eliminate hosts and guests being given false information, having to wait for days or weeks to get an answer, and having the responses they are given be unclear and confuse them even more.
In other words, each CS rep would be an "expert" in the issue they are presented with.
3. Absolutely. And Airbnb should never contact a host to see if they can accommodate a guest last minute because the guest has for some reason been kicked out of the place they had booked.
Another thing that seriously needs to be addressed- Airbnb needs to stop changing the layout and features of our hosting pages without host consultation and without any instructions as to where things have been moved to. It's so disrespectful to expect hosts to spend hours trying to locate something that has been changed, eliminated, or hidden without warning or explanation.