I suggest you look at two other threads covering about 2500 highly dissatisfied hosts including me. "making reviews more fair for hosts" (my statistical analysis appears there at the end of the thread); and "connection between overall rating and individual ratings".
In my opinion the underlying problem is that AirBnb's income comes mainly from GUESTS with only a small fee from hosts. With their focus fixed firmly on guests, their undisclosed policy seems to be to keep hosts in a constant state of apprehension as to the outcomes of their interaction with guests or potential guests, while at the same time liberally showering "get out of jail free" cards to guests.
Most of the dialogue from AirBnb is about good hosting and how to jump through ever increasing hoops that often have real costs which are almost impossible to pass on to guests. It would be amazing if the same degree of pressure was put on Guests to put their best foot forward. Super hosts are even more like squirrels in a race, with constant risk to their status being removed or suspended without easy recourse to natural justice.
While most of the following have not happened to me personally, I take the trouble to read the posts as they come through, and have come to the conclusion that AirBnb has many more hosts than guests most of the time, which has informed their self-serving policies.
#Hosts get penalties for slow responses, guests who don't have the common courtesy to reply to messages when making a booking enquiry sail merrily on to the next victim. What if the Host is ill, away in a remote area with no communication, or there is an IT issue.
#Guests can rate a host without even staying with a cancellation. If a host cancels the stars begin to fall.
# Guests can use the threat of poor rating to get on the spot refunds.
#Guests can now turn up with infants and children notified after a booking is confirmed
As for the help desk with robot like off-the-shelf "broken record responses", just window dressing. Eve this community centre is designed to divide and rule with many common threads filed under headings that make searching for them difficult, slowing down a tide of general discontent on a topic.