Assessment Review - SR1

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, and what are our next steps?

• Send the ticket to my Supervisor to handle the case.

• Transfer the Call to Resolutions 2

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

• Attempt to Communicate in German and talk German in the Call

“F*** this s***, the host was a liar and a moron. I do not recommend this place.” After identifying the relevancy and the violation category, please suggest if the review can be hidden as per the Outcome table (EMPHASIS ON THE FIRST COMMA)

• No action on review. Relevant, inappropriate content.

• Hide the Review, Innapropiate Content directed to Host

• Hide the Review since it Contains “F*** this s***”

• Hide the Review since the Guest was Rude

A guest was automatically issued a $150 USD HCP coupon after their Host cancelled their reservation. The guest then informs you that due to an ongoing conference in the area over the weekend, there is only one available listing and it costs more than the amount they can pay and the HCP coupon combined. Upon further investigation, you can see that they will need an additional $210 USD. What is the appropriate step to take next?

• Issue another Coupon to make up for it

• Deactivate the Coupon

• Do not Issue Another Coupon, You issue a Loss

• Go through the 4-eye approval process and get support from your team lead to adjust the rebooking coupon value

Claudia stayed at Will’s listing for 5 nights. She gave Will 5 stars for her stay and wrote “Good.” on her public review. Claudia then reached out to CS and complained that Will had threatened her. Upon investigation, you noticed on the message thread that Will said “I will charge you for the late check-out unless you leave me a 5-star review”. What should you do with Claudia's review and what category of Review Manipulation does this situation fall under?

• No Action on Review, there is no Manipulation

• No Action On Review, The Guest can ask for money in exchange for a Good review

• Hide the review. Documented proof of intimidation is visible to Airbnb.

• No Action on Review, We do not work with Manipulation to Users

It’s your birthday this weekend and you received approval for your 1-week leave, starting tomorrow. You have 5 tickets in your inbox - 2: APAC, 2: NA and 1: EMEA. 3 of the reservations for these tickets are cancelled while 2 will begin in 4 days. All of them are still unresolved and will require follow-ups. Which handoff process will you follow?

• Ask a Friend or Colleague to do the tickets for you as a Birthday Gift.

• Keep the tickets on pendings even if you will be out for 1 week.

• Consult your Lead to triage the tickets accordingly.

• Hand off the Tickets Without asking your Lead.

Taking the following statement as an example, which Mediation Technique would you classify this as? I understand that there is a specific feature of this property that made you choose it. Could you share more with me on why you book this trip?

• Establishing Order

• Communicating the Outcome

• Surfacing Interests

• Generation Options

When do we follow the "Rebooking without funds workflow"?

• When the Guest tells the Host that he lost money from the reservation

• When the Guest asks for compensation due an Airbnb Cancellation

• When the guest has not received the refund and explicitly mention that they cannot cover the cost of the reservation

• When the Guest has money but they only are able to find more expensive listings on the Area.

Which of the following alterations can be made by Host?

• Only Pricing and Listing

• Number of Nights, price, and Listing

• Number of guests, nights booked, price and listing.

• Only Guest count, Price and Listing.

Which of the following statement is true when only 1 listing is available when you try to rebook a guest? NOTE: This is tier 2 rebooking.

(WHICH STATEMENT IS TRUE ?)

• Filter by a max price that is the canceled reservation's value + up to 10% ($2000 max coupon value)

• Filter by a max price that is the canceled reservation's value + up to 30% ($1000 max coupon value)

• Filter by a max price that is the canceled reservation's value + up to 40% ($2000 max coupon value)

• Filter by a max price that is the canceled reservation's value + up to 20% ($1000 max coupon value)