When are you able to move to rebooking without funds?

When the guest express they don't have the funds to book a new reservation after a CBH or CBA

When I Empathize with the guest.

When I ask if they can cover the new reservation and the g express they don't have money

When the guest cancel the reservation and need help booking a new listing

You receive a warm transfer on the phone. It is someone in CE, stating they are warm transferring because the User is requesting a different Support Ambassador to help her case. Per Community First, what are your next steps?

Take the call and tell the user to wait for the previous ambassador

Apply the macro Ownership case update and not take the escalation.

Tell the CE agent to take the call and assist the user (they should be able to help)

What should you do regarding the previous case? You receive a warm transfer on the phone. It is someone in CE, stating they are warm transferring because the User is requesting a different Support Ambassador to help her case. Per Community First, what are your next steps?

Take the call and take the case

A guest was issued a $100 HC coupon after his reservation was canceled by his host. The Guest then calls Airbnb, because there is a concert in the area, leaving only one listing; the price of the listing is more than the refund, and the coupon combined. After looking at the listing, you determine that the guest would still need an additional $205 to complete their booking. What are your next steps?

I will create a 4 eye consult so my supervisor can increase the HC coupon

I can create a new $205 coupon and g can combine both when booking a new reservation

I will issue a new coupon for $305

You have a 5 day leave of absence scheduled, that is approved and starts tomorrow. You have 4 tickets in your inbox, 3 of which deal with reservations starting in four days. All tickets are unresolved and will require follow ups. what workflow would apply?

https://confluence.airbnb.biz/display/LEN/Ticket+handling+and+policies

What actions do we take if a guest double books?

Mediate with the host first to see if a full refund can be possible on the reservation the guest doesn't need

CBA the reservation the guest doesn't need anymore.

CBG the reservation the guest doesn't need anymore with cancellation policy

CBG the reservation the guest doesn't need and give a loss for the remaining amount without consulting the host.

What are acceptable loss reasons?

A Support Ambassador mistake generated monetary loss for a user

We have proof that something promised was not delivered and it was the responsibility of a host

What are the 3 different types of Review Manipulation?

Intimidation/ Extortion and incentivization/ Competitor reviews

When confirming a guest claim of the host telling them to cancel, what actions must you take with the host?

Apply macro: Reservations:: Host commitment:: Host:: Misclassified cancellation

Add note Admin Flag to host’s account: Documented Host Commitment Violation: (_ticket number_)

Per our mediation process, do we make any promises of refunds or reimbursements on our first contact with the user?

No, we need to do a mediation first and try to reduce the loss

Yes we can promise a loss on the first interaction

Host Maria is not able to keep hosting due to changes on the landlord what documentation can you request to wave the penalties?

An official letter or notice from the Host’s landlord or HOA that outlines the new rules and regulations for short-term rentals such as Airbnb listings.

R1 Assessment review

1st Grade

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22 Qs

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R1 Assessment review

Quiz

•

Mathematics

•

1st Grade

•

Practice Problem

•

Medium

[AIR] Gonzalez

Used 50+ times

FREE Resource

22 questions

Show all answers

FILL IN THE BLANK QUESTION

2 mins • 5 pts

Where can you find information related to the HCP (Host Cancellation Program Coupon)? (link of the article)

MULTIPLE SELECT QUESTION

2 mins • 5 pts

What types of alterations can a host make? (choose the ones that apply)
https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration

Price

listing

hosts can't make alterations

number of guests

Answer explanation

https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration

MULTIPLE SELECT QUESTION

2 mins • 5 pts

What types of events are considered an Extenuating Circumstance?
https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+Host+cancellation
https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+guest+cancellation

Large -Scale Essential utilities outages/ restrictions

Host doesn't want to host

Guest is sick

Severe weather or natural disaster.

Answer explanation

https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+Host+cancellation
https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+guest+cancellation

FILL IN THE BLANK QUESTION

2 mins • 5 pts

Where can you find the hosting standards we have for our platform? (link of the article)

MULTIPLE CHOICE QUESTION

2 mins • 5 pts

If you are finding options for a tier 2 rebooking, what is the maximum price to filter by, when only one listing is available?
https://confluence.airbnb.biz/display/LEN/Reservation+rebooking

20% (max $500)

30%

20% (max $1000)

10%

Answer explanation

https://confluence.airbnb.biz/display/LEN/Reservation+rebooking

FILL IN THE BLANK QUESTION

2 mins • 5 pts

Jean calls in from Germany, but does not speak English. You are not fluent in German and can only speak in English. Upon checking Jean’s Nova profile, you see that he has one reservation on the account, scheduled for one week from now. Which workflow applies to this situation?

Answer explanation

https://confluence.airbnb.biz/display/LEN/Language+Tickets

MULTIPLE CHOICE QUESTION

2 mins • 5 pts

You have located the right WF for the previous situation What are the next steps ?
https://confluence.airbnb.biz/display/LEN/Language+Tickets

Not say anything and transfer to the German Queue

Attempt to communicate in English first

Ask your TL to take the case

Hang up

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R1 Assessment review

22 questions

Where can you find information related to the HCP (Host Cancellation Program Coupon)? (link of the article)

What types of alterations can a host make? (choose the ones that apply)https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration

https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration

What types of events are considered an Extenuating Circumstance?https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+Host+cancellation https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+guest+cancellation

https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+Host+cancellation https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+guest+cancellation

Where can you find the hosting standards we have for our platform? (link of the article)

If you are finding options for a tier 2 rebooking, what is the maximum price to filter by, when only one listing is available?https://confluence.airbnb.biz/display/LEN/Reservation+rebooking

https://confluence.airbnb.biz/display/LEN/Reservation+rebooking

Jean calls in from Germany, but does not speak English. You are not fluent in German and can only speak in English. Upon checking Jean’s Nova profile, you see that he has one reservation on the account, scheduled for one week from now. Which workflow applies to this situation?

https://confluence.airbnb.biz/display/LEN/Language+Tickets

You have located the right WF for the previous situation What are the next steps ?https://confluence.airbnb.biz/display/LEN/Language+Tickets

When are you able to move to rebooking without funds?

https://confluence.airbnb.biz/display/LEN/Reservation+rebooking

You receive a warm transfer on the phone. It is someone in CE, stating they are warm transferring because the User is requesting a different Support Ambassador to help her case. Per Community First, what are your next steps?

What should you do regarding the previous case?You receive a warm transfer on the phone. It is someone in CE, stating they are warm transferring because the User is requesting a different Support Ambassador to help her case. Per Community First, what are your next steps?

https://confluence.airbnb.biz/display/LEN/Community+first

Create a free account and access millions of resources

Similar Resources on Wayground

Popular Resources on Wayground

Discover more resources for Mathematics

What types of alterations can a host make? (choose the ones that apply)
https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration

What types of events are considered an Extenuating Circumstance?
https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+Host+cancellation
https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+guest+cancellation

https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+Host+cancellation
https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+guest+cancellation

If you are finding options for a tier 2 rebooking, what is the maximum price to filter by, when only one listing is available?
https://confluence.airbnb.biz/display/LEN/Reservation+rebooking

You have located the right WF for the previous situation What are the next steps ?
https://confluence.airbnb.biz/display/LEN/Language+Tickets

What should you do regarding the previous case?
You receive a warm transfer on the phone. It is someone in CE, stating they are warm transferring because the User is requesting a different Support Ambassador to help her case. Per Community First, what are your next steps?