Hosts are always saying that Airbnb favors guests and guests are always saying they favor the host, but the reality is, that both hosts and guests often get horrible treatment and it seems to be the luck of the draw depending on who you happen to have handle a case as to whether it's done in a fair manner.
It's Airbnb itself that mostly creates the situation where hosts and guests are pitted against one another, by not consistently following policies, not looking at evidence presented, or a host or guest's past history, and by allowing poorly trained, poorly paid, low level employees make decisions and having the power to close cases which are clearly unresolved.
@Heidi588