The Resolutions Center

Resolutions 1 Ambassadors can handle Host damage protection requests and liability claims.

• True

• Only if my Supervisor says so

• False

• Only if my immediate Manager agrees

These are the reasons to transfer to Resolutions 1:

• I. If it's an active reservation

• II. If an open Resolution Center case has no response for 72 hours

• III. If the Resolution Center case has already been transferred

• Only II and III

• Only I and III

• All of the Above

• Only II and I

What is  the best practice is to allow from creation date of the Resolution Center case before intervening, unless a case is already denied?

• 24 hours

• 72 hours

• 48 hours

• 12 hours

How many days the user can use the RC from checkout date to request and send money for things related to their reservation?

• 20 days

• 14 days

• 30 days

• 60 days

Is the guest entitled to request a refund if she changed her plans and wants to cancel her booking?

• Yes, however, we need to inform the guest that the request is subject to approval by the host

• No, because it's the cancellation policy of the Host and we can't override it

TRUE or FALSE: A user can cancel a Resolution Center Request.

• True

• False

• TRUE or FALSE: If one party has already opened a Resolution Center and it hasn't been closed, the other party cannot open a new Resolution Center.

• True

• False

Is the guest is still entitled to request a Resolution Center if a reservation is canceled and a full refund is issued?

• Yes, if the service fee is not yet refunded

• Not anymore

• Yes, if the Host insist to process their additional payment

If the reason for the Resolution Center is a Resolutions 2 issue (ex: cleanliness issues, late guest checkout), then are we going to transfer it or do the mediation?

• Do the mediation - collect all the evidences and transfer to Resolutions 2

• Do the mediation, and if the other party doesn't want to process a payment/refund through Resolution Center, transfer it to Resolutions 2

• Transfer it to Resolutions 2

As a Support Ambassador, we are allowed to create a Resolution Center request to the user.

• Yes, if the user requested it

• No, since we are doing mediation

• Yes, if the user mentioned that they are not comfortable talking to the other party