@Mary4192
Mary, I understand and sympathize with what you are saying.....Airbnb go to great lengths to tell the hosting community they have 'our backs covered' but when put to the test many hosts feel let down and confused! Their is reaction is, "I would have done things differently if I had known"!
The thing you need to realise, guests make Airbnb money, hosts cost Airbnb money. The host is always going to be that 'annoyance' that gets in the way of the smooth transition of the guests money into Airbnb's coffers! Airbnb will most often side with the guest if a complaint is lodged.
Mary, I know you have operated a successful formula for more than 20 years, and good on you for that.......but, it's not Airbnb's formula!
Airbnb's hosts are expected to provide clean linens and towels, condiments and a certain level of amenities as part of the hosting agreement.
https://www.airbnb.com.au/help/article/2343/what-are-essential-amenities
Most Airbnb guests are wonderful to host and will leave the property clean and tidy, just as they would their own home but, there are some who will consider they are paying for the right to be a pig and that is just what they will do. Regardless of what I might state in my house rules, I do have to sometimes wash used left dishes, put rubbish into kitchen tidies before binning it, pick up towels, face-wipes, and I do have to deal with blood and other stains on bed linens, make-up on face-washers, replace the odd breakage.
But Mary I am charging a nightly fee that allows for me to perform these duties without complaint.
I wish everyone was an exemplary guest, but they are not and if I am going to continue to host, I take the good with the bad......and maybe that is the attitude you should also adopt.
No matter what market you pitch your rental to, there will always be the odd guest who will let you down! Just raise your nightly rental amount by a dollar or two to allow for that additional work that is sometimes going to come along.....and don't expect too much support from Airbnb!
All the best Mary.
Cheers.......Rob