yes..
i have guest booking after march 14, 2020 for november 2020, a week ago the guest cancel it.
the first airbnb support asked me if i agree to make full refund or follow the policy. i said follow the policy and am getting payout.
few days ago the 2nd airbnb support reached me and saying i should not getting payout for the cancellation and should refund in full. i said we should followExtenuating Circumstances Policy for the Coronavirus (COVID-19). and since the booking after 14 march, should follow my cancellation policy.
the support reply saying i should follow this policy https://www.airbnb.com/help/article/1320/what-if-i-need-to-cancel-because-of-an-emergency-or-unavoid....
reading this article 1320, it said at the beginning that this article is not for condition under pandemic right now, since the booking is after 14 march, the article directing us Extenuating Circumstances Policy.
this support team not agree and won't listen..so i need some one to report the case and show me which airbnb policy to use if not the one..
thank you..