After how Airbnb dealt with my reservation in regards to their Coronavirus policy, I have the feeling they're not only bleeding cash but that they'll be losing

After how Airbnb dealt with my reservation in regards to their Coronavirus policy, I have the feeling they're not only bleeding cash but that they'll be losing tons of customers. I had to wait two weeks to speak to someone, yet had been immediately notified on the site, twice, that I qualified for a full refund (which I took screenshots of). The wording in their policy also qualifies me. However, they're reneging.