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WorksheetsAirbnb Week 2
Total questions: 20
Worksheet time: 15mins
It is an Airbnb process that allows our users to change reservation details after it gets accepted.
(a)
John is new to Airbnb. He has listed his home in property on VRBO and HomeAway for many years and has now listed the property on Airbnb as well to get more bookings. How can John make sure that she doesn't get double booked?
We should suggest downloading the app so John can block her Airbnb calendar when she gets a Booking.com reservation
We can advise her to stop hosting on Booking.com because Airbnb is better and she will definitely get more reservations with us
We recommend a PMS or channel manager so John can connect to other booking platform.
We can educate him about syncing her calendars.
My guest has been in touch and wants to bring an extra friend on their trip. This is fine but I want to make sure I’m covered and everything is OK by Airbnb standards. I’ll need to cancel this reservation and create a new one but I don’t want to incur any penalties, as that wouldn’t be fair.
What option should we recommend to the host?
(a)
Arthur is hosting Jane's family in his listing and contacted Airbnb because Jane reached out to him wanting to add 2 more guests due to a last minute change in their travel plans. What would you advise Arthur?
Arthur can cancel the reservation and ask Jane to book again.
Arthur can cancel the reservation and ask Jane to leave his listing.
Arthur can send an alteration request to Jane to change the number of guests.
Arthur can ask Jane to pay for the additional guest fees in cash before they can check-in.
What details can our user change on a reservation after it gets accepted.
Listing
Number of Guest
Amenities
Price
Number of Nights
It is a booking feature in Airbnb that allows hosts to change the rate of the reservation before it gets accepted.
(a)
Michelle is a host in Davao. She lives an 8-hour drive away from her listing and sometimes cannot get to the property to clean it the same day the guest checks out. Which availability setting in her listing can Michelle use to help make sure she has the time to clean between reservations?
Advanced Notice
Custom trip lengths
Preparation Time
Availability window
A set of data that describes and gives information about other data.
(a)
Rita calls in and is reporting his tenant Tommy who she claims is renting the apartment without her permission. She is asking you to deactivate Tommy's listing and send her a copy of the transaction history. What would you do?
As per our privacy guidelines, I can only tell him that he has no power over his tenant's Airbnb account.
Do not disclose any information about the listing or account, gather the appropriate information and escalate to Regulatory Response
Tell Rita to talk to Tommy since it's none of your business.
Advise Rita to call Law enforcement agency to take action.
What is the process for self-authenticated users?
Greet and thank the user and continue as normal
Authenticate them again, just to be sure
Dive straight into their issue and assist them because it's quicker.
With the data provided, considering the Standard Superhost Criteria, is this host a Superhost? Number of Trips: 5 checkouts | Response Rate: 95% | Overall Rating: 4.8 | Number of Host Cancellations: 0
No, He needs to have 5 as an overall rating.
Yes, everything about him makes him eligible to be a Superhost.
No, he needs 5 more checkouts.
Yes, because he has 0 host cancellations.
What step/s should you NOT do if the user is unable to authenticate the account?
Offer to make an outbound call to the user in order to bypass the authentication process.
Allow them to log in to their account and talk them through where to find the information.
Let them know that authentication is necessary to protect the security of their account and prevent them from experiencing fraud
Send the macro exclusively via message.
Samuel is trying to book a listing, but unable to confirm it due to additional verification that the system is asking him. Upon checking, you found that the reservation status is Checkpoint. What is the information that Samuel needs to verify to confirm his reservation?
Government-issued ID
Phone Number
Email Address
Complete Name
During an outbound call to a verified phone number, other than asking for permission to record the phone call, what information will you require from the user to complete authentication.
Phone number on account
Confirm first name of the account holder
One of the following: email address, DOB or last 4 digits of either payout or payment method or PayPal email address as stated on their account
All of these
George contacted Airbnb because the listing that his guest booked is not available due to last minute changes. As per him, he already talked to the guest, and the guest agreed to be moved to another listing that he is also hosting. What will you do to help George?
George can cancel the reservation and ask the guest to book his other listing after.
George need cancel the reservation and educate him about the cancellation penalties since it's his fault.
George can send an alteration request to the guest to change the listing on the reservation.
George can accept the guest on his other listing and just block the dates to avoid double booking.
True or False: The recording function is automatically turned on when we make/receive phone call. If the user refuses to have the call recorded, we have to turn off the recording function manually in Nova.
True
False
Hello. All flights for the next 3 days from our country have been cancelled due to a snow storm. We still want to travel but will be flying out at a later date. What can we do?
What option/s can we do to support the user?
Alteration
Cancellation
Rebooking
Offer coupon as a one time courtesy.
Hi there. I seem to have booked 3 separate places on your site. I wanted to ask them if they had availability but now I’ve ended up with 3 bookings.
True or False: We can merge reservations in order to avoid cancelling the other reservations.
True
False
What are the Host penalties for canceling reservations?
Cancellation Fee
Unavailable / blocked calendar
Public Review
Automatic account suspension and deactivation
Payout adjustment
Maria was booking a listing but couldn't continue. You checked her profile and you can see that there's a reservation with the status "Checkpoint." What does she have to do to get past this?
She needs to go through profile verification and get his ID verified through our system.
Her payment has failed and is now being blocked by Airbnb to proceed with the booking until she has enough money in the bank.
She just needs to wait for 24 hours for the host to approve this request.
She needs to use a different payment method as Airbnb is unable to charge her payment method.
