Anecdotal: there are bad things to say about Airbnb... But (for me) their customer service has been top notch. We were twice in a situation were we had to rebook spontaneous, once because the the original host canceled minutes before we arrived, another time because the host was very generous with their descriptions and we found ourselves in a tiny room without AC and shared accomodations instead of an apartment.
Both times a call to Airbnb quickly resolved the issue and they even payed the increase in rent.
I've only one experience with airbnb support (a host that blamed a cracked window on us that we had not touched or looked at) but they were reasonably okay to deal with that one time.
I'm more inclined to think they're very inconsistent, and people are more likely to complain about bad experiences than to loudly proclaim "this company is reasonably okay to deal with!"
I would sooner assume this was an outdated anecdote.
Companies are more willing to bend over backwards in their early days, when they're still trying to make a name for themselves (the honeymoon period). The abuse starts once they've bested the competition and become a household name.
Both times a call to Airbnb quickly resolved the issue and they even payed the increase in rent.