@Jennifer867 @Mark116
It does't surprise me at all given how so many hosts are posting about how it takes weeks to get a response to really urgent issues.
I've also encountered quite a few reps who were not versed on Airbnb policy and I had to educate them about it.
The most memorable of these was having to tell various CS reps that refunding guests for nights or weeks that they had already stayed was not part of the COVID-19 extenuating circumstances policy!
One of these reps had not only refunded a guest for her cancelled nights (she was not entitled to all of those either according to the policy) but also for the two weeks she had already stayed, telling me that it was up to me to collect any money she owed me for the stay?!! Another guest was refunded from the date that the EC policy was announced rather than her actual check out date which was later. I understand they were under a lot of pressure and mistakes happen but it was their complete refusal to correct those mistakes that drove me nuts.
They kept telling me their actions were according to the policy and I kept copying and pasting the policy and sending it back to them. Eventually, they couldn't argue with me anymore but it took a month of badgering them before I managed to get anywhere.