RANDOM
A guest from Paris called but doesn’t speak English. You are not fluent in French and can only support in English. From the guest’s Nova page, you noticed that there’s only one reservation under their account and is scheduled to take place in 2 weeks’ time. You notice their preferred language is French. What are your next steps?
If the user doesn't speak English and you are unable to communicate in another language, warm transfer the call to the French support line.
if you ever receive a new case should you introduce yourself?
Yes, we must introduce since we are first time contact
A guest was automatically issued a $150 USD HC coupon after their Host cancelled their reservation. The guest then informs you that due to an ongoing conference in the area over the weekend, there is only one available listing and it costs more than the amount they can pay and the HC coupon combined. Upon further investigation, you can see that they will need an additional $210 USD.
What is the appropriate step to take next in order to be able to help them with the rebooking?
Go through the Expense approval process and get support from your team lead to adjust the rebooking coupon value
When you receive a transferred case, if the previous Ambassador advised the user they were being transferred would you introduce yourself?
Yes, since it is advice that would get transfer to another team.
is this a valid reason to give a losse?
A guest would like to shorten their stay by 2 nights and contacted CS for help. The Support Ambassador assisted with the alteration but had forgotten to contact the Host for their approval.
Yes, It would apply as acceptable loss
For the following scenario, under the Mediation process, which question/statement will you NOT use on your first contact with the user?
Guest Nate called in furious to exclaim that he just received an email stating that Host Jean had cancelled the reservation. Check-in is in 8 days and Nate wants us to find him a new listing.
I'm sorry about the cancellation. I would like to give you a $200 coupon for the inconvenience caused.
Maria stayed at Will’s listing for 5 nights. She gave Will 3 stars for her stay and wrote “Good.” on her public review. Maria then reached out to CS and complained that Will had threatened her.
Upon investigation, you noticed on the message thread that Will said “I will charge you for the late check-out unless you leave me a good review”.
What should you do with Marias review and what category of Review Manipulation does this situation fall under?
Hide the review. Documented proof of intimidation is visible to Airbnb.
You received a call related to an R1 concern, the user wishes for another Support Ambassador to help her out with her cancellation request. What will you do?
Take the call, assist the user and own the case.
Host Andy asked all her guests to cancel their upcoming reservations due to a change in the rental laws in her city. She is afraid of the Host penalties that she may incur, but she promised them that she will refund in full. One of her guests, James, reached out to Community Support to explain the situation and wants to know how to proceed. Upon investigation, you find that Bernice has 10 upcoming reservations. All of the following should be part of the next steps, EXCEPT:
Official letter or notice from a government agency that outlines the new rules and regulations for the location in question with an in-effect date that coincides with the reservation in question
CBA all affected resrvations
Walk Bernice through the process of deactivating her listing(s)
Juan is in the midst of a 54-night reservation and he needs to shorten his stay to check out tomorrow due to last minute work commitments. He wishes to alter the reservation to 26 nights and wants a refund of the remaining nights not spent.
At the time of booking, the nightly rate was $67 and a monthly discount of 15% was applied. Jordan’s Host, Maddie, has not set a cleaning fee or weekly discount.
Disregarding the guest service fee, which of the statement is TRUE?
Jordan will not receive any refund, unless Maddie agrees to additional refund outside of the cancellation policy.