Duped out of COVID support payment

[Andy559]

My guest tried to cancel but was not able to cancel before their stay. Since the cancellation happened after his stay, he was 100% refunded but I did not receive a support payment although I believe I should have. Here are the trip details:


Guests: Ian, 13 adults
arrives Mar 18, 2020
departs Mar 22, 2020
booked on Aug 28, 2019
Booking amount: $6,888.66
Canceled March 26th, 2020

I've tried to get help from Airbnb support, but they are not paying anything and have yet to give me a good reason.  Has anyone else had an issue like this?

[Mike-And-Jane0]

@Andy559 Depending on the law in your listing's (or it it your guests?) location this is possibly correct. What was your cancellation policy?