R2 Lesson

Experience Guest Refund & Weather Policy

Group 1

Kindly pull up the following WF and HC link as we'll answer the questions before discussing.


Experiences Guest Refund Policy
https://www.airbnb.com/help/article/2278

Guest cancellations
https://confluence.airbnb.biz/display/LEN/Guest+cancellations

This Experiences Refund Policy explains how refunds are handled when a Host cancels a reservation or another Experiences Issue disrupts an Experience.

​​Experience Guest Refund

​Replace this with your body text.

​Duplicate this text as many times as you would like.

Have a nice day. Happy teaching!

Weather Policy

Multiple Choice

What Experiences Issues is NOT covered?

• Host arrives more than 15 minutes late to the Experience causing the guest to abandon the Experience.

• Guest cancels the reservation.

• Experience presents or entails a safety or health hazard that would reasonably be expected to adversely affect a guest’s participation.

• Host fails to deliver or fulfill the Experience, including because of Host technical difficulties in the case of Online Experience.

Multiple Choice

How many hours can a Guest send a refund request for an Experience issue?

• 72

• 24

Multiple Choice

Through or Falls

If a Host cancels an Experiences reservation or another Experiences Issue disrupts an Experience, the Host will either receive no payout or will have their payout reduced by the amount of the refund to their guest.

• Through
• Falls

Multiple Choice

What is the first thing to do if guest contacts us to cancel an Experience due to bad weather?

• Create a Resolution Center Request

• Contact Host to determine if they agree with the weather concern

• Cancel the Experience reservation as Guest and process Defined Loss

• Ask guest for supporting documents

Multiple Choice

If a Host cancels an Experience their guest automatically processes a ____ ______.

• Partial Refund

• Full Refund

• Policy Refund

• No refund

Multiple Choice

If the Host agrees with the cancellation, we should:

• Cancel the Experience reservation as Admin.

• Cancel the Experience reservation as Guest and process a loss to Host.

• Assist the Host on cancelling experience using the self-service web tools,

Multiple Select

Which of these categories is needed when assessing a documentation for cancellation/weather concern?

• Weather will significantly impact the ability to proceed with the experience, as booked

• Weather will ruin the guest’s experience

• Weather makes the experience activity hazardous

• Weather will impact the guests location

Reorder

Reorder the process

• CBA the reservation with a full refund

• Experience presents or entails a safety or health hazard that would reasonably be expected to adversely affect a guest’s participation.

• Host fails to deliver or fulfill the Experience, including because of Host technical difficulties in the case of Online Experience.

1

2

3

• 1
• 2
• 3

We Love U

Thank you for Participating