@Jack1517 @Jessica-and-Henry0
What's actually happening in many instances, is that Airbnb is not making it clear to guests (either on the notifications they're seeing on their side, or their interactions with CX) that documentation is required for a full refund.
Instead, the guests are simply being told that their cancellations aren't covered under COVID/EC - even when they absolutely are - but they're not being given the real reason as to why they don't qualify, and just being informed that it's because of the host's canx policy. Then CX is routing those guests back to the hosts, with an "Issue Full Refund" request.
Consequently, when the unsuspecting host agrees to the full refund (as most would, knowing that the guest's booking falls within the COVID/EC dates and therefore should qualify for full refund), this then is classified as a "mutual cancellation" by Airbnb, and disqualifies the host from receiving their measly 12.5% on that booking, while allowing Airbnb to charge their own service fees on that booking.
Moral of the story: Do NOT press any "Issue Full Refund" buttons, guys. Send the guests right back to Airbnb, and make them do their job and compensate both hosts and guests as per the terms of their global media PR campaign.