@Stephanie I haven't had bad experiences in terms of my guests at all. Nothing that couldn't be worked out amiably in the moment with the guest.
So I've never had to deal with CS in regards to guest issues like partiers and house trashers and rule breakers.
But every time I have had to contact CS about a tech issue, an explanation of a policy, where to enter information Airbnb is asking for, etc., it takes no less than 6 back and forths with CS to give me a simple answer to a simple question.
The first thing they do is send a message filled with gushy words about how much they appreciate my being such a great Superhost. No one likes this. No hosts find this useful. We find it really ridiculous and irritating. We aren't preschoolers who glow with pride to be praised by the teacher. We contacted them for help, not placating words. It's hard to understand why whoever comes up with these ideas at Airbnb thinks this gushing, rote praise is in any way appreciated or valuable.
That message is then usually accompanied by a link to the Help pages which has nothing to do with my issue. The CS rep hasn't even read my message nor attempted to address it- they have picked out some key word in my message like "review" and sent a link that is about some aspect of reviews but doesn't have anything to do with my question.
When I message back, saying this, they apologize and ask me to explain it all over again. Or ask, "so your issue is that...?" Which it isn't- they still haven't seemingly read the message or attempted to understand.
This goes on and on.
And while it hasn't yet happened to me, this outrageous practice of suspending hosts' listings, without even talking to the host first, the instant a guest makes a report of cameras, privacy issues, safety issues, is the height of disrespect for hosts. Guilty until proven innocent? Listing suspended, upcoming bookings cancelled? All based on whatever some guest tells them, usually total lies? A newbie guest with no reviews accusing a 5* host with pages of glowing reviews, and never such a complaint lodged before, and Airbnb is so disrespectful as to shut down a host's business? This is how dictatorships operate.
I could go on, but suffice it to say that instead of being able to feel that the company I list with will treat me fairly and with respect, I know from other hosts' experiences and my own, that they won't. Quite the opposite. This is why when a friend or family member tells me they are considering hosting, I give them a long list of what they should be prepared for in terms of not only being supported by Airbnb, but being prepared to have Airbnb treat them unfairly and disrespectfully.