How can I talk to an Airbnb person about a cancellation charge

[Fiona-and-Michael0]

I have received a cancellation from a guest who is worried about her reservation on Dec 5th being subject to a regional lockdown and has decided to take early action.  I believe this to be a legitimate COVID reason for a full refund but the system does not and wants me to pay half.  I want to talk to an  Airbnb person about this - how do I find one?  I am after a ll a long term Superhost!

[Emiel1]

@Fiona-and-Michael0 

The COVID extenuating circumstances policy only can provide full refund if the booking was made before 14 March or if the guest or the host is infected:

https://www.airbnb.com/help/article/2701/extenuating-circumstances-policy-and-the-coronavirus-covid1...

Otherwise the cancellation policy applied to the listing will be in effect.

Offcourse you can decide to give manually more refund via the resolution centre (only for the rent)

It is not easy to get Airbnb CS on the phone, but i guess they will come up with same story, but it is worth a try:

Contact Airbnb - Community Guide [Updated]