Common Queries
Where can you find the workflows for resolving user queries about reservations?
Nova Knowledge
As a Support Ambassador, where can you find the reservation details in Nova?
User’s Nova Profile or the Reservation page
In Nova, where can Support Ambassadors check the price breakdown?
The Support Ambassadors can view the price breakdown on the Nova Reservation page.
Name any three payment methods that Airbnb accepts?
Debit or credit card, Apple Pay, Google Pay, or PayPal
Name any four payout methods used by Airbnb?
Bank transfer, international transfer, PayPal, Western union, or Payoneer debit card
What are the five most common topics on which the Support Ambassadors receive reservation queries?
Users can have queries from the topics including request status, price breakdown, alteration or cancellation, payments & payouts, refund, policies, local taxes, currency, extra charges, additional Host contract, service fee, or Resolution Center.
Which four tabs can be found on the Today page?
The following tabs can be found on the Today page: Currently hosting, Arriving soon, Checking out, and Upcoming
In their Airbnb account, where can Hosts and Guests check the breakdown for their payout?
Hosts should go to their Hosting dashboard and from the Reservations tab, select the desired reservation to view the details. A pop-up window displays the payout breakdown for the Host and the price breakdown for their guest.
Guests should navigate to Payments & payouts and click Manage payment to select the desired trip and open the receipt.
What is authorization?
Authorization refers to the temporary hold of an amount either to verify the validity of the card ($0 authorization) or to reserve it for an upcoming charge (full authorization).
Describe three situations where payouts need splitting?
Payout splitting is required in the following situations:
If the Host wants to split the earnings between different accounts
If the listing belongs to somebody else and the Host is managing the listing on their account
To pay a Co-Host
To avoid over-taxation if their country has a limit on monthly income to an account
Can you share examples of queries that users might have about their reservations?
There are many possible correct answers, but a few examples of user queries include: When will I be getting my payout for a reservation? How can I add my other guests to this reservation? Where do I find the reservation, I just accepted?
What information can you find on the Calendar page?
It provides a high-level view of the nightly prices, promotions, available, blocked, and popular dates, and notes for the listings managed by the Host. Thus, when a reservation is booked, the Host can review this calendar for the required details.
What are the two types of service fee structures? What is the difference between both?
The two types of service fee structure are Split fee and Host-only fee. In the Split fee structure, the service fee is split between the Host and the guest, and in the Host-only fee structure, the service fee is entirely paid by the Host.
Apple Pay is not available for which scenarios?
Long-term stays, security deposit claims, or Resolution Center agreements
Name any five factors that can impact payouts?
Calendar pricing, routing rules or minimum payout amounts, adjustments, Value Added Tax (VAT), length-of-stay discounts, long-term reservations, currency exchange, and additional charges.
Where can Hosts find their reservation details on their Airbnb account?
To find their reservation details, Hosts should switch to hosting from their Airbnb Homepage and find their reservation details in the Today, Inbox, or Calendar tabs.
Which type of extra charge can the Hosts add to their listing to make it easier for guests to bring their pets along with them? What is the purpose of having these extra charges?
Hosts can add a pet fee to their pricing. This fee is designed to cover the cost of the cleaning required to do after hosting pets. Typically, the pet fee is included as part of the nightly rate (spread out equally throughout the stay) and in the total price at checkout.
What is the purpose of a payment plan?
It allows the guests to book at their convenience and pay the reservation at later stage, sometimes with installments.
What is an admin freeze?
It is the occasion when a Support Ambassador freezes an account if the guest reports an issue with the reservation within 24 hours from check-in before the payout is released to the Host.
Describe any two discount or promotional options that the Hosts can use to drive guests to their listing?
Non-refundable option: Hosts have the option to offer a discount for a stricter (non-refundable) cancellation policy or a higher price for a flexible cancellation policy.
Longer stay discount: Hosts can offer discounts on a weekly, monthly, or other specified basis as this means higher occupancy, lower turnover, and less work.
Early-bird discounts: To ensure a listing is booked when there is high demand like during federal holidays or school breaks, Hosts can customize their pricing to offer early-bird discounts.
New listing promotion: It is also referred to as an introductory discount. This option is automatically turned on when a Host creates a new listing. If the option is on, there will be a 20% discount for the first three bookings.
Special offer: Hosts can offer their listings at a customized price when prospective guests send a message before they book or submit a trip request. Hosts can also suggest different dates or one of their other listings instead. The guests will have 24 hours to accept, and once they do, their reservation will be automatically confirmed.
What are the two types of credits that Airbnb offers to its guests? For which reasons can CE Support Ambassadors issue coupons?
Booking credit and travel credit. Coupons for Error (the issue is not resolved correctly and completely), bug (the product didn’t work as expected, and there is a suspected or confirmed bug), or service level (the user has been waiting too long on the phone line for an answer).
When should you transfer a case about missing payout to the payment team?
Only when you have gone through all the troubleshooting steps of the workflow and processing times have passed.