Guests not cancelling due to Corona Virus, then claiming refund

[Mike288]

We had guests who indicated they wished to cancel a stay in late March due to Covid-19, I advised them that they could initiate a cancellation, give Covid-19 as a reason, and receive a full refund. I didn't hear back from the guests at all, no cancellation received. I prepared our cottage for them, but they were no shows. I contacted them the day after the check in date asking if they had actually cancelled the reservation, but again received no response. A week later they submitted a request for a full refund, which I immediately approved. Now it appears that, as the guest never actually cancelled, I am not eligible to receive the 25% cancellation fee from the support fund. I am just wondering if anyone else has experienced a similar issue? It seems pretty much impossible to contact AirBnB about this directly.