R1 Review

Multiple Choice

When do we follow the "Rebooking without funds workflow"?

• When the guest has not received refund and cannot cover a new reservation.

• When you want to compensate the guest for a bad experience.

• All the time, as long as the reservation is CBH/CBA.

• Only applicable for extenuating circumstances cancellation.

Multiple Choice

Iza got her reservation cancelled in less than 48 hours. She does not have funds to cover a new booking. How much can we cover?

• 50% of the new reservation.

• 30% of the new reservation.

• 100% of the new reservation.

• 45% of the original reservation.

Multiple Choice

Clyde accidentally made two bookings and now wants to cancel one. Which of the actions is NOT appropriate?

• Consider making a good offer to avoid contacting the host.

• Educate user on cancellation policies.

• Leave detailed admin notes.

• If mediation fails with the host, consider issue a coupon.

Multiple Choice

A guest from Paris called but doesn’t speak English. You are not fluent in French and can only support in English. From the guest’s Nova page, you noticed that there’s only one reservation under their account and is scheduled to take place in 2 weeks’ time. What are your next steps?

• Transfer the call to the French queue.

• Informed guest that they have reached the English hotline, provide them French hotline and ask them to call that number instead.

• Attempt to communicate with the guest in English, if they are still unable to understand you, apply the French language macro to handoff.

• Consult your Lead to triage this ticket accordingly.

Multiple Choice

"At the very moment, we would like to offer a partial refund or we can issue a coupon for future use, which one suits you best, John?" Which mediation technique would you classify this as?

• Communicating the outcome

• Delivering bad news

• Generating options

• Surfacing Interests

Multiple Choice

F*%$^ this S%$#^, the host was a liar and a moron. I disagree with this poor service. What would be the relevancy of this review?

• Low

• Most relevant

• Medium

• High

Multiple Choice

Anne called in requesting you to take over the cancellation case that Lea was handling before. What will you do?

• You tell Anne that Jacob must finish the case

• Take the call and take over the case

• You handoff the case because you don't want to work on that.

• Take the call but reassign the ticket to Andre.

Multiple Choice

Nhadz called in to complain about a review he posted out of his reservation with Raph. He mentioned that Raph had threatened him asking for extra charges if he does not post a good review. What do you do?

• You should hide the review because extortion.

• You should escalate to Regulatory Response.

• You should not hide the review because a host can charge extra fees.

• You should hide the review because Nhadz can book in VRBO.

Multiple Choice

Reg got permission to leave next week. He has 7 tickets. 3 of them are cancelled reservations and the rest have check-in in less than 72 hours. Which handoff process does he need to follow?

• Reg needs to get another job

• Handoff just one ticket since the rest are about the same issue.

• Consult his lead to better assistance.

• Send a postcard to the users, so they will understand that he was out of office.

Multiple Choice

Chona is a Host and wants to know which of the following alterations she can make ...

• Number of guests and number of pets.

• Number of guests, nights booked, price and listing.

• Number of guests and price only.

• No changes are permitted from the host.

Multiple Choice

A guest was automatically issued a $150 USD HCP coupon after their Host cancelled their reservation. The guest then informs you that the only available listing in the area costs more than the amount they can pay and the HCP coupon combined. Upon checking the listing, you can see that they will need an additional $50 USD. You get an approval from your Lead to increase the HCP coupon to $200 USD. How much is the total amount that will be considered as a loss?

• $50 USD

• $100 USD

• $150 USD

• $200 USD

Multiple Choice

Choose an acceptable loss reason from the below-mentioned scenarios:

• A Host says "Your site was down for four hours during this time and I lost a $4k booking. You owe me!

• A guest has booked two listings for the same dates and now wants to cancel the one with a higher price. They are not agreeable to a coupon for the service fees and want it to be refunded instead.

• A guest would like to shorten their stay by 2 nights and contacted CS for help. The Support Ambassador assisted with the alteration but had forgotten to contact the Host for their approval.

• A guest cancels a reservation because their travel plans has changed and they want a full refund.

Multiple Choice

Select the most relevant Hosting Standard for the scenario below.

A guest calls in and says that they had booked their listing because it has a television, but they now find that the television is not working at all.

• Host commitment

• Listing cleanliness

• Host communication

• Listing accuracy

Multiple Choice

Host Bernice asked all her guests to cancel their upcoming reservations due to a change in the rental laws in her city. She is afraid of the Host penalties that she may incur, but she promised them that she will refund in full. One of her guests James reached out to Community Support to explain the situation and wants to know how to proceed. Upon investigation, you find that Bernice has 10 upcoming reservations. As a R1 Support Ambassador, what are your next steps?

• Request an official letter or notice from Bernice's landlord or HOA that outlines the new rules and regulations for short-term rentals, CBA all affected reservations and walk her through the process of deactivating her listing(s).

• Escalate to Regulatory Response

• Inform Bernice that she need to honor the existing reservations and walk her through the process of deactivating her listing(s) to prevent new reservations from being made. If she insists in cancelling the existing reservations, explain that penalties will apply.

• Process a CBA for James reservation only as he was the only who contacted Airbnb. Wait for Bernice or the rest of her guests to contact Airbnb on their cancellation requests.

Multiple Choice

For reservations with check-ins after Jan 20, 2021, which of the following is considered an Extenuating Circumstance?

• Explosions

• Extenuating Circumstances

• All of these

• Pandemics