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WorksheetsBest Practices 2022
Total questions: 15
Worksheet time: 15mins
Host’s claim is denied due to missed submission deadline, and mentioned “I contacted Airbnb and the person said I’ve already reported the damage and I just need to wait for your assistance! And you deny the claim now, I want to talk to you.”
Inform Host that time zone difference, and we’re only able to communicate via email
Set up outbound call with Host, and provide the available calling time
Ignore the call request and solved the case
None of the above
Support Ambassador mediated the case and processed payout to Host, applied Enforcement policy action to note Guest’s account after payment collection is failed. And Guest replied in email and mentioned “I did not damage the house, and I do not like you to note my account, please call me!”
Apply macro “Removal pushback” to Guest
Guest has already been informed about decision, hence Support Ambassador just solve the ticket without responding to Guest
Set up outbound call with Guest, and provide the available calling time
None of the above
In MT, Host informed Guest regarding the damage bed and request $500 for reimbursement. Guest denied the responsibility and mentioned: “ My husband just sat on it and it broken. I think should be your bed quality issue! Is not ours fault!”.
Allegation Alone + Property Damage + No aggravating/Mitigating Factors
Allegation Alone + Property Damage + Mitigating Factors
Proof of G Fault + Property Damage + Mitigating Factors
Proof of G Fault + Property Damage + No aggravating/Mitigating Factors
Host claimed missing towels. Guest did not admit responsibility in Resolution Center/Message Thread/Review/Relevant ticket and did not respond to Support Ambassador email during mediation.What is the correct Enforcement Policy Mapping based on the scenario above?
Property Loss + No Aggravating/Mitigating Factors + Allegation Alone
Property Loss + Documented Proof of Accused Responsibility
Property Loss + Allegation Alone
Property Theft + No Aggravating Factors + Allegation Alone
Property Theft + Aggravating Factors + Allegation Alone
H reported her 15 pairs of Nike shoes were missing after G checked out on the same day. Upon checking, Support Ambassador noticed the Reservation Page only show G alone stayed in H listing. G also did not response to H message in MT and remain unresponsive to Support Ambassador email when Support Ambassador first contact with G. G also remain unresponsive to the three payment collections.
What is the correct Enforcement Policy Mapping based on the scenario above?
Allegation Alone + Property Theft + No Aggravating factors
Allegation Alone + Property Theft + Aggravating factors
Additional facts suggest Accused is Responsible + Property Loss
Documented Proof of Accused Responsibility + Property Theft + No Aggravating factors
What is/are the item(s) not eligible to cover under Host Damage Protection?
Laundry fee for stained Guest’s cloth
Pet feces on floor
Cleaning fee for Mold wall
Lock change for missing key
Wall bit by termite
H reported G having PIL and requested additional cleaning. H mentioned he cleaned with his cleaning crew by using 6 hours and sought reimbursement from G for $220. After gathering required documents from H, Support Ambassador proceeded payout to H. Support Ambassador attempted to collect from G however G was only willing to pay for $5. Support Ambassador created new MPL for G to make payment and after G made payment, Support Ambassador applied EAT on G account's. Which flag should be applied on G account?
Property damage (1st/2nd) offense - Reservation: __RES_CODE__Payment failed. Ref ticket # [__TICKET_ID__]
Payment of __AMOUNT_IN_GUEST_CURRENCY__ for property damage. Ref ticket # [__TICKET_ID__]
Property damage (1st/2nd) offense - Reservation: __RES_CODE__
Property damage - Reservation __RES_CODE__. Ref ticket # [__TICKET_ID__ ]
H claimed for a missing bath towel. Support Ambassador identified the Violation Category as Property Theft. What is the correct Context Assessment should record in case note?
Aggravating factors
No aggravating/mitigating factors
No aggravating factors
No context assessment needed
What is/are the item(s)eligible to cover under Host Damage Protection?
Parasol is damaged by stormy weather
Lift is damaged by Guest staying in condo
Host’s money was stolen by Guest
Interior decorative plant
Timber used by Guest as fuel
During rainy season, H provided umbrella for G to use. After G checked out, H noticed the umbrella was missing and filed RC to claimed for it. While Ambassador contacts with G, G admits has taken the umbrella as G thought it was a gift given by H. What is the correct Enforcement Action Mapping should apply in this case?
Property Theft + Aggravating Factors + Documentation Proof of Accused Responsibility
Property Theft + No Aggravating Factors + Documentation Proof of Accused Responsibility
Property Loss + No Aggravating/Mitigating Factors + Documentation Proof of Accused Responsibility
Property Loss + Documentation Proof of Accused Responsibility
Property Loss + No Aggravating Factors + Documentation Proof of Accused Responsibility
Ambassador requested more documentation with Host, and sent documentation follow up after 5 days, Ambassador did not get response from Host and the 2nd email is Unopened.
What should Ambassador do when there will be no payout for the case?
Set up call with Host; if no response, Ambassador solves the case
Set up call with Host; if no response, Ambassador sets up call follow up
Set up call with Host; if H responds and asks for call, Ambassador advises to communicate in email
Set up call with Host; if H responds, Ambassador mediates the case in email
Ambassador mediated a case and successfully proceeded payout to H, afterwards Ambassador attempted to collect payment from G as per workflow requirement. Ambassador sent 1st attempt at 3 Jan 4:00PM, sent 2nd attempt at 6 Jan 4:31PM, sent 3rd attempt at 7 Jan 2:56PM. G remained unresponsive after Ambassador attempted to collect payment three times, therefore Ambassador solved the case directly. What is/are step(s) missing here and what is/are the mistake(s) made by Ambassador?
Ambassador failed to give 24 hours gap to G to make payment
Ambassador failed to inform a case outcome to G
Ambassador failed to submit the case for lead review before resolved the case
Ambassador failed to set up a call with G before resolved the case
Ambassador failed to directly charge G's credit card for the payment
G checked out on Jan 14, but G informed H the key was missing and H noted the issue in MT on Jan 13, and H filed RC claim on Jan 20.
In more documentation needed email, what is the correct 30 days deadline should inform to H?
Feb 12
Feb 20
Feb 14
Feb 27
H claimed for damaged toilet seat. No photo or invoice provided by H.Hence, Ambassador attempted to gather documentation with H. HCI and requested Ambassador to communicate through phone due to H not familiar with the system. Ambassador noticed and set up OBC with H. H remained unresponsive. The Support Ambassador directly solved the case. What is/are step(s) missing here and what is/are the mistake(s) made by the Ambassador?
Ambassador failed to set OBC follow up with H.
Ambassador failed to inform a case outcome to H
Ambassador did not do anything wrong
Ambassador followed workflow requirement to solve the case
H claimed there are 5 damaged towels. H provided a photo of damage and item replacement link which shows the cost $74.99 for a set of 6 towels. Below is the photo of damage provided by H.What is the documentation should Ambassador requested from H? If H remained
unresponsive when Ambassador requesting for more documentation, what is the correct
amount Ambassador should make payout for H?
Ambassador should’ve asked H to provide photo to prove there are 5 towels has been damaged, and processed payout $74.99 since the item come in a set
Ambassador should’ve asked H to provide photo to prove there are 5 towels has been damaged, and processed payout $62.50 for the price of 5 damage towels
Ambassador should’ve asked H to provide photo to prove there are 5 towels has been damaged, and processed payout $12.50 since H was only able to prove one towel was damaged
Ambassador was not required to ask more photo from H, since the documentation provided was sufficient, hence Ambassador could process payout $74.99 to H
Ambassador was not required to ask more photo from H, since the documentation provided was sufficient to prove the towel was damaged, hence Ambassador should payout $62.50 for the price of 5 damage towels as per claimed by H
