Exactly. I realised how true this is very recently. A AirBnb host decided to kick me out early without refunding anything and i escalated it. The swiftness that their customer service showed me in getting a refund without regards to the "feelings" of the host shows how i am more important to AirBnb.

This is because the Host is the product, while i am their Customer. and Apparently, the Customer is always right.