@Rachel477 regarding handing over keys (and making copies): a lot of hosts are concerned about that very problem. That's why so many use some kind of smart lock that gives guests a personal code, which is then deactivated automatically when their booking is done.
As to the problem of AirBnB not supporting the hosts when they make claims of damages or rule-breaking:
The problem often comes down to evidence (or lack thereof).
How do you prove that a specific guest stole some property? Absent a confession by the guest, you really need to:
- Have photographic evidence that the item was present before the guest arrived.
- Have photographic evidence that the item was missing after the guest left.
- (This is the hardest one) Be able to prove convincingly that no other person had access to the property during the time after photo 1 and before photo 2.
This is why a host needs to make a claim before any other guest checks in.
Also, a photo of the item from several bookings ago would not do: any guest before the most recent guest could have taken the item.
What if a cleaning person entered the property before the host discovered the item missing?
It is a rare host that takes photos of every important item in their property before and after every single guest. This is why there is often a lack of evidence to support an allegation of theft. And then at that point, it becomes a game of "he said, she said."
Remember, the customer service person on the phone does not know either the host or the guest or the property or the item. All the customer service person knows is what people are saying... and not even in person (where there might be some hope of determining who is lying).
As to why AirBnB doesn't "freeze" guest accounts while a claim is pending: if you were a traveler on a vacation, would you like your AirBnB account to be potentially held hostage by any host who ever hosted you? All the host would have to do is make a completely baseless allegation, and you could no longer travel.
These claims take time to resolve, and if there is not clearly convincing evidence to prove an allegation, AirBnB is sensibly reluctant to apply sanctions.
That's why hosts usually just remove anything of significant value from the property. If the only things left in the listing are consumables that are readily replaced, there is much less stress.
Regarding explaining their policies: Their help pages on making claims do explain what to do in some detail.
https://www.airbnb.com/help/article/767/what-is-the-resolution-center
https://www.airbnb.com/help/article/264/what-do-i-do-if-my-guest-breaks-something-in-my-place
https://www.airbnb.com/help/article/361/how-do-i-submit-a-host-guarantee-payment-request
https://community.withairbnb.com/t5/Hosting/The-Resolution-Center-A-Community-Help-Guide-Request-or-...
Hosting can be a neve-wracking experience. I hope your guests are treating you well, and continue to treat you well!