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WorksheetsReviewer - Assessment
Total questions: 14
Worksheet time: 1hrs 10mins
Reservations are fully refundable for 48 hours after the booking is confirmed, as long as the cancellation occurs at least 28 days before check-in (3:00 PM in the destination’s local time if not specified)
Flexible
Strict
Moderate
Long term
My host is asking me to change my reservation to reflect that I will be with my friend and not just myself. What should I do?
Cancel and Rebook
Offer Alteration
Advise that is not possible
Use resolution center
Where do I find my coupons?
Payment Page
Payment & Payouts
Only admin can see coupons
I wanted to know if I could make my guest sign contracts? What should I do?
Tell the host that is not allowed
Advise host to include it in their listing description so that it will be allowed
Advise the host that we they can do whatever they want
Tell host they need to send us an copy for approval before providing to the guest
_____________ should never be used to limit potentially detracting NPS scores or surveys that could be negative.
No_Survey tag
Anti_Detractor tag
GoAway_Detractor Tag
Shoo_Survey Tag
I received by Airbnb partner travel credit. Can I book for my mom since my leave wasn't approved?
Educate them that it is allowed as long as they inform their supervisor
Educate that it is not allowed and they need to be there at the listing during the entirety of the reservation
Educate them that if they book for other they let the host know first
Educate them that they need to request from Airbnb clients before booking
Call is from an
Unverified phone number
Complete name of account holder
Phone number on account
Email address on account
and?
Area code
Mother's Maiden Name
Middle Initial
DOB
Which workflow should we follow?
Hi I'm Muslim and the host I booked with is making inappropriate comments about my religion. I do not feel comfortable with this host please help.
Guest-Initiated reservation cancellation and refund
Host not responding
Nondiscrimination policy violations
Comfort them and tell them to let it go
I wanted to surprise my girlfriend with a quick get away with her friends but I wanted to know if it would be okay if I booked the reservation with my account?
Educate G that although we do not condone 3rd party booking we won't cancel it unless the host is not comfortable hosting you.
It is okay to do a 3rd party booking
It is not allowed
Tell them to have the girlfriend create an account with airbnb and they book the reservation.
Can we add a payout method on behalf of the host?
Yes because we care about our community and will help them no matter what
No due to security purposes we do not collect payment/payout information
Only supervisors can do add payout methods
No because we have to escalate it to R1
My guest told me he rated me 5 stars. How come I can't see it on my profile?
Educate them on how reviews work and when does it show.
Educate them that reviews will only show unless they receive 3 reviews
Educate them that it takes 14 days for the review to show up
Educate them that the guest is lying
____________is applicable to all the accounts which are high risk for party incidents and/or property damage. There is no age criteria for this airlock.
Party Prevention
Security Airlock
Safety First Airlock
Prevent Parties
What are the criterias to become a superhost?
Completed at least 10 trips OR completed 3 reservations that total at least 100 nights
Maintained a 90% response rate or higher
Maintained a 1% percent cancellation rate (1 cancellation per 100 reservations) or lower, with exceptions made for those that fall under our Extenuating Circumstances policy
Maintained a 4.8 overall rating (this rating looks at the past 365 days of reviews, based on the date the guest left a review, not the date the guest checked out)
Maintained a 5.0 overall rating (this rating looks at the past 365 days of reviews, based on the date the guest left a review, not the date the guest checked out)
Maintained a 4.0 overall rating (this rating looks at the past 365 days of reviews, based on the date the guest left a review, not the date the guest checked out)
Maintained a 4.9 overall rating (this rating looks at the past 365 days of reviews, based on the date the guest left a review, not the date the guest checked out)
What is the workflow
If a user requests that a new Support Ambassador take over a ticket, they can override the mediation macro admin note (or any other admin note explicitly asking other Support Ambassadors to not take over)
Guest initiated alteration
Community First
Login/Password issue
Timezone Handoff
