R1 Review

Which of the following statements about HC coupons is not true?

• The coupon is valid for 30 days from issuance.

• The coupon can be used only on Homes not Experiences reservations.

• The coupon will be issued for 5% of the original reservation value.

• The coupon can be applied to Pay Less Up Front reservations.

Which of the following alterations can be made by Host?

• Number of guests and nights booked only.

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

• Number of guests, nights booked and price.

• None of the above - Hosts cannot make any changes to a confirmed reservation.

For reservations with check-ins occurring after January 20, 2021, which of the following qualifies as an Extenuating Circumstance?

• Acts of terrorism

• Natural disaster

• All of these

• Government travel restrictions

Choose the Hosting Standard that best applies to the following situation: A guest contacts and explains that they booked their accommodation specifically because it advertised a swimming pool, but upon arrival, they discover the pool is empty and not usable.

• Host communication

• Host commitment

• Listing accuracy

• Listing cleanliness

Which of the following statement is true when only 1 listing is available when you try to rebook a guest?

• Filter by a max price that is the canceled reservation's value + up to 5% ($200 max coupon value)"

• Filter by a max price that is the canceled reservation's value + up to 5%

• Filter by a max price that is the canceled reservation's value + up to 20%

• Filter by a max price that is the canceled reservation's value + up to 30%

A guest from Paris phoned, but they don't speak English. Since you're not proficient in French and can only provide assistance in English, you reviewed the guest's Nova page and observed that there's only one reservation scheduled under their account, set to occur in two weeks. What would you do next?

• Consult your Lead to triage this case accordingly.

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

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

• Transfer the call to the French queue.

You received a transferred call from a CE Support Ambassador related to a R1 concern, the user wishes for another Support Ambassador to help her out with her cancellation request. What will you do?

• Take the call and take over the case.

• Do not take the call and advise the CE Support Ambassador to tell the user that you will update the original Support Ambassador, since they know what the case is all about.

• Take the call and advise the user that you will be reaching out to the original Support Ambassador as you don’t want to bypass them.

• Take the call, assist the user, but reassign the case to the original Support Ambassador to follow up and solve.

When should we adhere to the "Rebooking without funds workflow"?

• All the time, as long as the reservation is CBH/CBA

• When you want to define loss to compensate the guest for a bad experience

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

• When it's a host-initiated extenuating circumstance cancellation

A guest was automatically issued a $150 USD HC 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 HC coupon combined. Upon further investigation, you can see that they will need an additional $210 USD. What is the appropriate step to take next?

• Take a loss to reimburse the guest $210 USD after they make the new reservation.

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

• Create a new coupon for $210 USD for the guest to use on their next reservation.

• Leave the HC coupon as it is, as it will expire after 30 days from the coupon creation. Create a new coupon for $360 USD and request for lead approval.

It’s your birthday this weekend and you received approval for your 1-week leave, starting tomorrow. You have 5 cases in your inbox - 2 from APAC, 2 from NA and 1 from EMEA. 3 of the reservations for these cases 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?

• Handoff the 2 cases with upcoming check-ins, while you keep the remaining 3 inactive cases in your inbox. You can continue working on them when you return from your leave.

• You should handoff the cases depending on which region they belong to.

• Consult your Lead to triage the cases accordingly.

• Send an email to your teammates with the case links for them to "babysit" while you're out of office. They can check on it from time to time on your behalf.