Knowledge Check .3

Considering COMMUNITY First policy, when can we take over a case/ticket?

• Take over ticket except when there's a bug report in it

• Take over except when the User requests for the same Ambassador

• Take over when the User wants a new Ambassador

• Take over except if the ticket has been escalated to a specialsed team

G Becca CI saying "Hi, I’d like to report a Host on Airbnb. We had been talking about booking their private room in Lisbon for an upcoming trip. When the Host found out that I’ll be booking the room for my boyfriend who is Asian, Filipino to be specific, they had a change of heart all of a sudden. They said that their listing was no longer available as they didn’t want their children exposed COVID-19 carriers. I found this severely offensive and opposite to what I believe Airbnb’s values are. This is discrimination!” As a support ambassador, what would be your next step?

• Offer a USD25 coupon

• Offer an extended vacation with a different L

• Escalate to RR

• Escalate to Safety

Isaac is a host in Tagaytay. He lives a 5-hour drive away from his listing and sometimes cannot get to the property to clean it the same day the G checks out. Which availability setting in his listing can Isaac use to help make sure he has the time to clean between reservations? (Select all the possible options)

• Availability Window

• Preparation Time

• Advance Notice

Moana is complaining about her host asking her to sign a contract or else her booking will not be accepted.  Moana is hesitant since Airbnb already has its own Terms & Conditions. What will you tell Moana?

• Airbnb does not support any conditions within the Host contract outside of Airbnb’s Terms of Service

• The Host is required to disclose the requirement of signing a contract, along with the full terms of the contract, before the guest books

Host Kordapy has weekend pricing on.  If she decided to enable smart pricing, will the weekend pricing still reflect on her calendar?

• Yes, because she's the one sets the price on her L

• No, because smart pricing over-rides it

Sia called in and wanted to know what are the conditions for her to get a refund of the service fee, what will you tell Sia?

• Cancel before your reservation’s free cancellation period ends (or any time before check in for reservations in Italy and South Korean travelers in some cases).

• Cancelled reservation does not overlap with any part of an existing reservation.

• If the host decides to refund you in full after you cancel regardless of the cancellation policy.

Inka is hosting Bobby's family in her listing and contacted Airbnb because Bobby reached out to her wanting to add 2 more guests due to last minute change on their travel plans. What would you advise Inka?

• Inka can send an alteration request to Bobby to change the number of guests

• Inka can ask Bobby to pay for the additional guest fees through the Resolution center

• Inka can cancel the reservation and ask Bobby to book again

Kinga is new to Airbnb. She has listed her home in property on Booking.com and HomeAway for many years and has now listed the property on Airbnb as well to get more bookings. How can Kinga make sure that she doesn't get double booked?

• We can educatee her to hire a property manager first

• We can educate her about syncing her calendars

• We educate her that she must just pick one platform

Clint is requesting a call later to a phone number that's on his account but is not verified. When you make that call, aside from asking permission to record the phone call, what information will you require from Clint to complete authentication?

• Name on the acct.

• Phone number on the account

• One of the following: email address, DOB or last 4 digits of either payout or payment method or PayPal email address as stated on their account

• All of the above

Chivas has received two 5 star ratings as a host and they are unable to see it on the listing page. What will you tell the Chivas?

• Ratings may take 24-48 hours to reflect on the listing page.

• Chivas needs to get 3 star ratings before the overall rating appears on their listing or profile.

• Check for Possible bug as you see that 2 ratings are there on their account.