One other thing I can share with you is that given Hosts are more valuable to ABNB than its guests , all the policies were initially made to protect hosts.

It's understandable. Otherwise it will be too easy for a naughty guest to game the system and get all refund without hosts even knowing it;

When hosts lost revenue, they will leave the platform, and Airbnb loses too

But this always means whenever something really bad happens, as in your case, it is guaranteed to takes hours if not days to resolve.

The Resolution is very likely made manually from a director in ABNB via their internal mail system, telling all their support employees to fire-fight this case, and issue you a refund

The whole Support system simply doesn't work in an emergency, and this is really, really unfortunate for ABNB, despite all their policy updates/AI/chatbot and support training.

The support system designed by their leaders is always a joke to me, even many of their employee acknowledge that.

My conclusion is very simple: You can't make host/guest happy at the same time. No such system even exists. You host will naturally become your enemy when it comes to refund, which is very different if you stayed at a hotel.

I bet they even refund you out of their own pocket, and keep revenue to the host for fear of losing that host.

I can't disclose more but those are Source of truth...