EOC ASSESSMENT REVIEWER

A

1

Why is it important to maintain Confidentiality when handling S&E cases?

To show adherence to Airbnb Privacy Policy and Terms of Service

2

What are the types of Hosts does a CS will encounter when handling S&E cases?

Home Host, Service Host & Experience Host

3

Give an example of a requirement when creating a listing?

Host Highlight, Qualifications, What we will do, What you offer, Location, Pricing, etc. 

4

What are the Host Ground Rules?

Accuracy, Preparedness & Respect for Property

5

How much refund can the guest/s get if the Host committed low severity violation but did not prevent the experience to take place?

10% or $10, which is greater

B

1

What are Services?

Services are what the Hosts provide to guest during the trip, adventure or an experience

2

How does a Host become a Service Host?

A Host must be an experienced profession in his chosen specialization for 2 years.

3

Give an example of a Service.

Chef, Nails, Hair, Massage, etc. 

4

What are the level of severity when there are discovered issues?

Severe, Moderate & Minor

5

A guest calls in because they want to report that his wife died and does not want the daughter to continue grieving the mother while celebrating her birthday. How much refund will the guest get?

Full refund + (20% to 50% - special event)

C

1

What is an Experience?

An Experience is what the guest/s will be doing or the list of activities during the trip or adventure.

2

Who vets a created listing?

Scaled Ops Team

3

Give an example of an Experience.

Pasta Making Class, Kayaking, etc. 

4

What are the level of severity when there are discovered Host violations?

High & Low

5

Can a Home Host prohibit an upcoming service anytime?

Yes, as long as there is no attached experience reservation in his home listing. 

D

1

How many primary categories does a Service have?

10

2

Who validates or reviews a created listing? 

Evident

3

As a support ambassador, can we proactively offer RBA to guest/s?

No, only if requested by guest/s

4

How much refund can a guest/s get if the experience did not take place?

Full refund from Host payout

5

What can be changed when altering a confirmed experience booking?

Time, Date, Location, Number of People, Price and Service.

E

1

How many primary categories does an Experience have?

18

2

How long does the verification process of a created listing?

8 weeks

3

In the Service House Rules, what service cannot be denied?

Prepared Meals

4

How much refund can the guest/s get if the Host committed high severity violation but did not prevent the experience to take place?

30% or $10, which is greater

5

Who can request for alterations?

Users