General inquiries/CP
Coupons/credit
Hosting
Internal/auth
Transfers/ownership
100

 What is a moderate cancellation policy?

  • Guests can cancel until 5 days before check-in for a full refund, and you won’t be paid
  • If they cancel after that, you’ll be paid for each night they stay, plus one additional night, plus 50% for all unspent nights
100

 I got an Airbnb coupon today, I have an upcoming reso on Dec 3 2026 can you please add it to that reso and refund me its value?

If accepted and no exception has been provided, get approval, deactivate their coupon and take a loss

100

When Can I add a payout method on behalf of the host?

Never

100

What to ask if I will OBC a user to an unverified number?

Complete name

phone number

email/DOB/Last 4 digits

100

What cases should I Warm transfer to Safety?

Gas leak, Listing safety, Community disturbance, Physical assault, Dangerous animals, Violent threats....

200

 Can I bring an extra friend to my reso? How?

Changes to the reservation

200

As a Support Ambassador, can you use an employee credit to make a reservation to stay in a listing belonging to your friend or your family member?

No, we are not allowed

200

 A host got their first 5 star rating and cannot see it on the listing page? Why?

Once at least 3 guests rate your listing, the average of their primary scores is shown near the title in search results and on the listing itself.

200

Difference between Checkpoint and failed verification status?

ID

Payment

200

What do I do when a user reports discrimination

Transfer to RR

300

I still don't see my refund to my MASTERCARD for the reservation I Cancelled yesterday and I was told I was going to get refunded in full

It depends on the CP the refund amount

300

I set a specific pricing BUT only for weekends  does not reflect what can be happening?

Smart pricing On

300

What are airlocks? What type do you know? 

 Intended to protect users' account,

  • Airlock frictions can be satisfied by actions from the user or a Trust specialist, and once the friction has been satisfied, the account can be used normally

s

400

When can the service fee be refunded?

Investigate why the service fees were not refunded

400

What do I need to be a Superhost?

  • Hosted at least 10 reservations, or 3 reservations that total at least 100 nights
  • Maintained a 90% or higher response rate
  • Maintained a less than 1% cancellation rate, with exceptions for cancellations due to Major Disruptive Events or other valid reasons
  • Maintained a 4.8 or higher overall rating (A review counts towards Superhost status when either both the guest and the host have submitted a review, or the 14-day window for reviews is over, whichever comes first.)
400

User is blocked from sending more messages within a span of time. If the user doesn’t satisfy the Airlock and tries to perform the action at a later time they'll be able to send messages again...

Stickiness-None

500

In what instances do we book on behalf of the Guests?

Never, for security reasons

500

What do you do if a guest reports the host wants them to sign a contract? Do we cancel the reservation?

Some Hosts do require rental contracts outside of Airbnb. Hosts must disclose the requirement of signing a contract, along with the full terms of the contract, before the guest books.

500

What WF do we use for case handling?how does ownership works?

Nova case handbook

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