Drinks 1
Guest need to cancel their reservation because his meeting was cancelled. What workflow you will check.
Guest cancellation - Plans have change.
Can Guest book a reservation on behalf of their family member using his Airbnb account?
True or False
False.
All of our user is eligible for rebooking credit
True or False?
False. Not all of our user are eligible for rebooking credit
As a CXL ambassador, can we reactivate a listing?
Yes or No?
No.
You receive a call and Host want to cancel a reservation and the check-in is within 48hrs. As a CXL ambassador what will you do?
Escalate to Resolution 1
Guest is unable to authenticate their account what contact reason you should select and what macro you need to choose.
Contact reason: No known contact reason
Macro : Unable to Authenticate
Is Service fee refundable?
True or False
False.
What is the name of the new tool that will replace NOVA?
ATRIUM
What are the eligibility of our hosts to become a SUPERHOST?
Provide at least two.
Overall Rating : 4.8
Cancellation Rate : less than 1%
Response rate : 90%
Stays hosted : 10 stays or 100 nights and 3 stays
For Hotel reimbursement how much Airbnb can reimburse our Guest?
If the hotel they book is more expensive than the original reservation, Airbnb can cover the difference in cost up to 30% of the original reservation total
What is the workflow that you will use if the user's concern is about extenuating circumstance?
Epicenter
When can Service Fee be refunded?
When the Host agreed for the full refund.
Can we reinstate a cancelled reservation?
True or false?
False. We need to Inform them that canceled reservations cannot be revived and they (the guest or Host) need to make a new reservation
Guest called in and reporting that their Host is not responding to their message. As a CXL ambassador where you will escalte this issue?
Resolutions 2
As a support Ambassador how can we determine if the listing is part of an ongoing EC.
There will be a banner showing on the reservation page.
Provide at least one that is covered by our Extenuating Circumstance Policy.
Changes to government travel requirements.
Declared emergencies and epidemics.
Government travel restrictions
Military actions and other hostilities
Natural disasters
This is where you put the reservation code and file a bug report in the left side of the Nova.
Metadata
What are the information that you need to ask if you are calling unverified phone number?
1. Name on the account
2. Phone number
One of the FF:
1. DOB
2. Email Address
3. Last 4 digit of payout or payment method
What are the information that you need to ask if you received a call from unverified phone number?
1. Name on the account
2. Phone number
3. Email address
One of the ff:
- DOB
- Payment or payout method Last 4 digits
- Paypal email address
- Recent reservation code
For reservation rebooking, what is the maximum coupon amount can we cover for standard rebooking?
Up to 20%
What is the time frame for Host to submit a valid document to waive their cancellation penalties.
Documentation needs to be submitted within 7 days from the cancellation
Provide at least two pillars of Service Promise
Host our community, Take good care, Help everyone belong, Make service Magical
As a Support Ambassador are we allowed to override the Nova guide?
Yes or No?
No.
This helps our ambassadors in following procedures and policies enhancing the users experience and speed up providing the resolution, what is this?
NOVA GUIDE
When should we provide OTC for Host cancellations?
We can provide OTC if the host is first time hosting a reservation and doesn't understand how instant book work.