Review

A $150 HC Coupon was provided from Elay's cancelled reservation from the Host. Elay ask for more $50 to increase the coupon amount as the new reservation is more expensive than the original one. 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?

• $200

• $100

• $50

• None

User is speaking german and you can only comunnicate using English. You see that there is a reservation that will start is 4 weeks. Then what will be your next step?

• Attempt to communicate with the guest in English, if they are still unable to understand you, apply the German language macro to handoff.

• Transfer the call to the German queue.

• Consult your Lead to triage this ticket accordingly.

• Inform the guest that they have reached the English hotline, provide them the German hotline and ask them to call that number instead.

Host Cris needs to cancel all of the reservation as the landlord give them notice that all of Airbnb reservations will be disallowed. How will you proceed?

• Inform Cris 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.

• Escalate to Regulatory Response.

• 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.

• Request an official letter or notice from Cris 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).

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?

• You should not hide the review

• Check the WF

• You should hide the review because the guest lied

• Check the review relevancy category first and assess violation categories before coming up with a decision

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

• He will not receive a refund unless he requests it from the host and the host agrees.

   

• He will receive a refund base on the long term alteration guidelines.

• No Refund for alteration

• Refund will be upon cancellation policy.

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?

• Communicating the Outcome

• Generating Options

• Surfacing Interests

• SRO

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

• No need for documentation since we have the banner on top of the Nova Reservations page.

• Check the EC Epicenter

• Yes we require documentation

• Check the WF

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

• Go to transfer money tool

• Proceed to 4EC

• File a loss approval

• Admin notes

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

• If the user has baby as part of an aggravating factor.

• If it is past 6PM check-in time

• When it's a host has an extenuating circumstance cancellation

• When the guest explicitly mentions that they do not have funds to pay.

Adelle'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?

• 100%

• 50% of the 7 nights.

• 20%

• 5% HC Coupon