@Mark116 @David6
They definitely need to apply themselves to the basics.
Lets start with the simple stuff first... Administer the T&C's in the way they are written and not the way somebody can guess to twist them. After that, abolish retaliatory reviews. Then, put the security deposits in the control of hosts like V do.
The time and money saved from their CS reps passing problems around their departments will then be released to pay for some competitive marketing which should result in increased bookings, happy hosts and more $'s to Airbnb.
'Happy hosts' I've not seen that written anywhere on these fora, I'm surprised its not been *bleeped* as a profanity !