AirBnB retroactively refunding guests' cancellations prior to their COVID EC changes?

[Kim-And-Hamid0]

Hi all,

I had a guest that cancelled on March 6 (a week prior to the Airbnb COVID EC policy changes) because her event got cancelled due to COVID concerns. I gave her a partial 50% refund due to the short notice and strict cancellation terms on my listings. However, I received an message from an Airbnb claims specialist that the guest will be retroactively refunded her full amount based on their new EC policy. I told the rep that at the time of her booking and cancellation, there were no federal restrictions on travel in the US or an AirBnB EC COVID policy regarding the US, and based on the EC policy at the time of her cancellation, she did not qualify for an EC exception. This doesnt seem to be legal  as I feel like if the guest wanted to dispute, it should be under the terms of that contract at time of origination, cancellation, and hence finalization; not based on a new policy that was created a week later after the fact.

So far, the AirBnB claims rep seems to have ignored all my messages and not sent me a reply. At the point, Im not sure what to do and wanted to see if anyone else had a similar issue? If so, what have you done to resolve it? 

Thanks