Regund and guidelines and losses for homes

When can a Support Ambassador NOT process a guest refund?

• If the reservation is refundable

• If the guest canceled on the same day

• If the reservation is non-refundable and has been canceled or accepted

• If the reservation is flexible

Which of the following is a valid reason to issue a coupon up to $25 USD?

• Guest changed their mind

• Host is a Superhost and guest is upset

• CS Error (support provided wrong info)

• Guest canceled voluntarily

What should a Support Ambassador do if they believe a coupon should be issued outside the 3 allowed reasons?

• Issue the coupon anyway

• Contact the Engineering team

• Deny the request immediately

• Review the case fully with the Team Lead and assess the situation

What is the maximum discretionary loss a Support Ambassador can take without Team Lead approval?

• $200

• $25

• $300

• $500

If a guest complains about long wait times on the phone line, what is the proper action?

• Deny the complaint

• Issue a coupon up to $25 under “Service Level”

• Take a discretionary loss of $200

• Escalate to Claims team

If a server error occurs while taking a loss and the guest had travel insurance, what does this mean?

• The system is down

• The guest is eligible for a bug refund

• The error is expected – travel insurance is non-refundable

• The reservation has a technical error

When should "Bridging the Gap" be selected as a loss reason?

• Only if the host agrees to the refund

• Anytime you’re mediating between guest and host

• When the guest cancels voluntarily

• When issuing a cleaning fee refund

Which loss amount does NOT require expense approval?

• $201 coupon

• $175 defined loss

• $3,500 discretionary loss

• $250 rebooking loss

When should you NOT consider issuing a discretionary loss?

• The guest had a bad support experience

• There are social media escalation threats

• The guest already received more than 2 exceptions within the year

• The guest missed their flight

Which loss reason should be used when resolving a dispute with no clear evidence between a guest and a host?

• Bridging the Gap

• Rebooking

• Goodwill

• CS Mistake