Wtf Airbnb?!?!???
We accepted a cancellation due to the virus scare and instead of refunding the full amount to which we agreed you refunded based on our standard cancellation policy. We are now in the unenviable position of having to placate our canceled guests and explain that Airbnb screwed up, not us, in the hope that they will rebook in the future.
Absolutely furious with Airbnb!!!
Did this cancellation fall within Airbnb’s EU policy for the virus? @Aekspjp2012
If not, it wasn’t Airbnb that screwed up, but rather you not understanding the policy.
If you read the policy it does give you information on how you and the guest can do a mutual cancellation related to the virus outside of the policy.
Sounds like your anger may be misdirected 
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Just refund the difference through the resolution center,
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As we’ve read the updated policy and the guest specified that they were canceling due to the virus threat and because we accepted the cancellation on those terms, I guess we understand what we’re doing and our grievance with Airbnb. Thanks for your unhelpful input.
Yes, we’ve done that accompanied by our profuse apology to the cancelled guest for not having received the full refund in the first place which they should have done.
Good, we cannot depend on Air right now they are overwhelmed.
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The full refund is automatic if the booking was for reservations booked on or before March 14th with a check in date of April 14th or earlier. Anything after that they can cancel due to the virus and then you will get an email (not from app or website) giving you the opportunity to refund the difference. I think Airbnb will refund their service fee. If you do not agree. they will get a refund based on your policy and Airbnb will refund their service fee.
They may be overwhelmed but that is no reason not to comply with their own policy and put hosts in a position in which we have to defend ourselves to our guests. We cannot see what costs Airbnb has withheld from our cancelled guest.
Sounds like you have mistaken this forum as a place you can complain to Airbn, not about them.
This a privately funded forum, with no affiliation to Airbnb.
This post has run its course.