Resolutions 2

A Zombie Host must meet at least 2 of the below criteria :

• Lack of responses to G messages

• IB on and consecutive CBH

• Many cases H is not responding at his/her profile

• slow Rate of response

Check-in is today and it's appropriate time to call the H .

The H is not responding how much time do you give?

• 30 MIN

• 1 HR

• 12 HRS

• 24 HRS

If a Guest has successfully checked in and H is not responding. Do we cancel the reservation?

(Issue is NOT Material Defect)

• No, we give deadlines and if necessary we compensate the G as per Refund and Guidelines and Losses WF

• Yes, of course we cancel CBH

• No, we alter the reservation

Guest Support Menu , do we have to modify the amount according to the situation and the person?

• No need since the limit amounts are not explicit

• No , we give 50 USD to each person by the WF

• Yes we modify the amount per person and per situation

If a Guest sends you a voice clip to document noise , do we accept it?

• Yes , he tried a lot

• No , we need to request a video

If a Host sends you screen captures from a What's Up Conversation , do we take is as valid?

• Yes , why not?

• Yes , as long i can see the name and the phone number of the G , i take it

• No , the other party (G) must admit that a conversation took place in What's up

• No , we only take as valid the conversations that are taking place in MT

How much time does the G has to report a Material Defect issue?

(always from discovery)

• 12 HRS

• 24 HRS

• 72 HRS

• 48 HRS

If you have a Bait and Switch issue , after you assist the G with Rebooking , in which department do you transfer the case?

• we don't transfer the case , we decativate the L .

• To safety

• To Trust

• To Regulatory Response

Do we block the Listing for High Health Risk Pests?

(High Severity lvl 2 )

• YES, we block the L and we ask for documentation

• NO, only if we have an infestation

Guest has spent all the nights into a Listing , without the pool .

Pool was advertised but it was missing.

High Severity Level 2 (Missing featured critical amenity)

what compensation the G will get?

• 0 as he spent all the nights

• Refund of cleaning fee + 30% of the first night as adjustment to the H

• 50% of all the nights impacted as adjustment to the H

• 30% of all nights impacted as adjustment to the H