@Ann489 This is what I think the guests are being shown- I think the CS rep was confusing things (surprise, surprise), the guests simply don't understand, or there's something weird going on.
If your reservation was booked before March 10, 2020, with a check-in date before June 1, 2020, or booked between March 10 and June 1, 2020, you may be able to request a cancellation directly from your host and get a full refund.
The host will be given up to 48 hours to respond, or 24 hours if the reservation begins within a week. If they agree to the cancellation, we’ll send the refund to your original payment method, including the service fee amount.
If the host doesn’t agree, you can still cancel and your refund will be determined by the host’s standard cancellation policy.