I've experienced similar as a guest. Had a severe misrepresentation about the property I was renting for a month. AirBNB support initially just said "talk to the host about resolving it", which wasn't going to actually change anything since they simply said "sorry, we're keeping the money". It didn't get fixed until I got in touch with the CEO, which isn't a viable path for everyone - and once I did it was resolved in a few hours.

I had another incident at the beginning of covid, where I had to fight hard to get a refund. The international borders were closed to the UK, and the initial response was "talk to the host" who didn't want to refund it. Eventually got solved, but AirBNB was happy to not-help.

Generally their support just seems to give few fucks, no matter what side you're on.