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I would sooner assume this was an outdated anecdote.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.
Your experience is by far the outlier from the typical way Airbnb handles this.