A guest was automatically issued a $150 USD HC 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 HC 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 HC coupon to $200 USD. How much is the total amount that will be considered as a loss?

• a) $200
• b) $50
• c) $200 plus taxes
• d) $0

Dragunov who speaks German called but doesn’t speak English. You are not fluent in German 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 3 weeks’ time. What are your next steps?

• a) Inform the guest that they have reached the English hotline, provide them the German hotline and ask them to call that number instead.
• b) Attempt to communicate with the guest in English, if they are still unable to understand you, apply the German language macro to handoff.
• c) Consult your Lead to triage this ticket accordingly.
• d) Transfer the call to the German queue.

Host Jigen needs to cancel his future reservations because their landlord has given them a memo that starting tomorrow all bookings will be disallowed. How will you proceed?

• a) Request an official letter or notice from Jigen'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).
• b) Process a CBA for James' reservation only as he was the only one who contacted Airbnb. Wait for Bernice or the rest of her guests to contact Airbnb on their cancellation requests.
• c) Inform Bernice that she needs 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 on cancelling the existing reservations, explain that penalties will apply.
• d) Escalate to Regulatory Response.

Host received a review from a guest and informed the support ambassador that the guest has lied on the review with documentations, do we hide the review?

• a) You should hide the review because the guest lied

• b) You should not hide the review

• c) Check the review relevancy category first and the guide for review assessment before coming up with a decision

If a guest alters a long term reservation, will he receive a refund?

• a) He will not receive a refund unless he requests it from the host and the host agrees.
• b) He will receive a refund base on the long term alteration guidelines.

Which Mediation Technique would you classify this following statement as? "I understand that the reason you booked the elevator in the home. Could you share more with me on why you booked this trip?"

• Generating Options

• Surfacing Interests

• Communicating the Outcome

• Elaborating the Explanation

Do we require documentation if the user reports a large scale incident (e.g. natural disaster) that prevents them from leaving their area to travel to the listing?

• a) Yes we require documentation
• b) No need for documentation since we have the banner on top of the Nova Reservations page.

Based on the Refund Guidelines and Losses workflow, what should you do if you will process a loss of more than $200?

• a) Proceed with 4 Eye Consult process and wait for approval.
• b) Proceed with processing the loss and just place an admin flag, no need for 4 Eye Consult.

When do we follow the "Rebooking Without Funds" workflow?

• a) All the time, as long as the reservation is is CBH/CBA
• b) When you want to define loss to compensate the guest for a negative experience
• c) When the guest explicitly mentions that they do not have funds to pay for their reservation and they have not received their refund
• d) When it's a host has an extenuating circumstance cancellation

Daryl's 3 day reservation was cancelled less than 48 hours before his check-in. He paid using his credit card which means that his refund will take 5-15 business days. If we will follow the Rebooking Without Funds workflow, how much will we cover for his new reservation?

• a) 20% of the new reservation
• b) 40% of the new reservation
• c) 50% of the new reservation
• d) 100% of the new reservation