Wave 115

I need to create a new ticket on every call.

• True

• False

Select three of the following that apply to reservations in pending status.

• The guest can retract the reservation request at any time as long as the host has not accepted it.

• The guest is charged for a pending reservation.

• The host has 24 hours to either accept or decline the reservation request.

• We can retract the reservation request on behalf of the guest as long as the host has not accepted it.

What is the maximum guest service fee?

• 10%

• 3%

• 20%

• 15%

Select 2 things that are NOT true about the payment lines for this reservation

• The reservation is long term.

• The reservation is long-term and has been altered.

• The guest received a refund.

• An alteration has been submitted.

• The reservation had a payment collections issue.

When investigating a delayed payout, you find that the payout was frozen by Trust but there are no notes on the reservation. It has been 48 hours since the payout normally would have been released. What do you do?

• Unfreeze the payout

• Escalate the ticket

• Ping a Payments (PX) Team member for assistance

A guest contacts you because they cannot book a reservation. Where would you look on the Nova profile for further investigation?

• Tickets

• Experiments

• Ghostings

• Admin Flags

When the guest visits the checkout page (P4), a reservation is created even if they never send the booking request or confirm payment details. Which status is this reservation?

• Awaiting verification

• Checkpoint

• Pending

• New

Which of the following may Airbnb use to determine the currency in which to charge a guest?

• The listing location

• The currency selected by the guest in the Currency Selector

• The BIN on the guest's credit card

• The guest's billing country

If a guest or a host reports discrimination, I should...

• Acknowledge the impact this has had on them, and apologize. Click the "Related to discrimination?" or "Transfer Ticket" link under the ticket and follow the instructions provided.

• Apologize to the user and issue a coupon.

• Determine if the claim is serious and merits an escalation to Regulatory Response.

• Contact the other party to discuss the discriminatory content. Escalate to Resolutions 2 as a personality conflict.

A Superhost, called in to say, they're unable to write a review for a recent guest. The check-out date for the guest was three weeks ago and the guest has not written a review for the host. What should you advise?

• Escalate the ticket to Resolutions 2 as a review dispute.

• Ask to message you the review so that you can manually add it.

• The host is unable to leave a review because the guest did not yet leave a review.

• Inform the host you’re sorry, however our double blind system does not support adding reviews after the 14 day deadline.