I completely agree with @Jessica & Henry
You could not have said this any better. I try to stress that Airbnb only exists because of the guests community, not the host. If guest needed to be super guest to stay at the top listings, they probably wouldn't be interested in staying and will just use another platform.
Yes we provide them with accommodations, but initially they are the ones that start the transaction by paying Airbnb for a service. Building good relationships with guests are the main priority, without them there is no us, that's why their issues are resolved instantly. If they didn't need us, we wouldn't exist
Although Airbnb will prevent a payout from being released to one host, most times the guest never actually received a refund, however airbnb will book them at a similar listing (which allows them to still keep their profits, give your payout to another host, and at the end of the day the customer is always happy)
What is funny here is that on multiple occasions when guests are unhappy (But I as a host have done nothing wrong), Airbnb will put on their sad voice and beg me to make and exception and change my policy "because that's the right thing to do in the Airbnb Community".
hmm.. I can't remember a time where they changed their policy for me.
Policies are set to be enforced, Host policies are a bandaid.