Sonder Voice + BTR
What are the three characteristics of the Sonder Voice?
Modern, concise and friendly
How do I make an Inquiry?
Create Inquiry OR Check-in and out dates on Occupancy Board OR Reservations tool
When do we make a Relocations task on Asana?
All the time
How do we track Extensions and Refunds?
Making Compensation and Manager Escalations, Check Payments tasks on Asana
What is Keeper?
A tool used for logging into OTA external threads
What is Jargon? Give two examples.
Sonder speak, ECI/LCO, Unit, Internal Hold, SDTO
On the Relo too, what do you press to get more Relocation Options?
Clear All Filters
How do we refund Airbnb guests?
Send/request money tool
15%
What Service Principle involves sending a member of the team to look at the guest's Chromecast and connectivity issues?
'Resolve It'
How do we take payment from guests in-person? (In the future)
Payment Terminal Icon
Pre-stay, units in the same collection
When can we perform Automatic relocations and to which units?
What are the three factors used to determine refunds?
Problem, Importance, Response
Trust and Safety
What Service Principle involves suggesting nearby Brazilian restaurants to a homesick guest from Rio de Janeiro?
'Build a Connection'
Which part of the Verification Process can we NOT override?
Adding an existing Credit Card
What is a split-stay relocation?
Relocation of a guest if there is no full availability in the same unit, scattered across different spaces for different dates
How long do refunds usually take to process?
7-10 working days
What is L1 and L2?
What Service Principle involves making tasks for feedback for BEN functionality, improving processes?
'Take Ownership'
Where and what is the Account Creation tool?
On the guest tab, used to create a Sonder account when a non-Airbnb/Plum Guide guest has never stayed with Sonder before.
When do we perform Sonder-driven cancellations?
There are no more relocation options in our portfolio
What is the 24-hour grace period?
Period in which a Sonder guest can cancel their stay without being penalised
What is the naming convention for guest-related Asana tasks?
Guest name, Inquiry number, Original dates