Day 1
For the following scenario, under the mediation process, which question/statement will you not use on your first contact with the user?
A. I will refund you $200 for the inconvenience caused.
B. Have you spoken to your Host about the situation that you're facing?
C. To get a complete picture of the situation and work toward a resolution, I will need to contact your Host.
D. Would you be open to continue staying at Host's place if she replaces the gas canister and brings a portable stove for you to use?
A. I will refund you $200 for the inconvenience caused.
"The guest reports seeing a raccoon in the listing kitchen" is an example of which violation category under vermin concern?
High Severity Level 2
Which of the following warning signs does not indicate the guest's stay is of malicious nature?
1. First time guest, little to no verification
2. Guest mentions personal issues
3. Short term reservation
4. Guest is from nearby area
3. Short term reservation
Which of the following messages found on the Airbnb message thread is considered a substantive threat?
a) I know where you live, so you better watch out!
b) You think an apology is good enough?! Imagine I punch you in your face and then say sorry, will you call it even?
c) I'll gather my friends and we'll beat you up!
d) I'm going to find you at your house tonight, beat you up and trash your place
d) I'm going to find you at your house tonight, beat you up and trash your place
Bonus 100!
As a Resolutions 2 Support Ambassador, which of the following actions is INVALID for this particular case?
John's trip is set to begin in four days; he tried reaching out to the Host however the latter hasn't responded. Worried about the trip, John contacts Airbnb and explains the scenario.
a) Advise the guest to initiate communication via phone, email, or message thread if they haven't already
b) Let the guest know that you'll contact the Host as well to help expedite the process
c) Reach out to the Host via call, message or email and give a 72-hour deadline to respond
d) If contact was done outside of Airbnb, request the guest for screenshots of the message or call which clearly state the Host's phone number and timestamp
c) Reach out to the Host via call, message or email and give a 72-hour deadline to respond
As a Resolutions 2 Support Ambassador, what should you do if a guest makes a second undocumented claim for a bed bug issue?
Explain to the guest that we're unable to provide a refund outside of the Host's cancellation policy as they have a previous undocumented claim.
An act aimed to hurt or shame a target individual in a single instance can be called as a severe act of bullying. Which of the following behaviour is NOT considered as a severe act based on the workflow?
a) A person shared a target individual’s private communications in a public forum
b) A person sharesd a target individual's vehicle registration plate number in a public forum
c) A person shared a target individual's sexual orientation or gender identity, though that was publicly available already
d) A person shared a target individual's map images identifying the residence
c) A person shared a target individual's sexual orientation or gender identity, though that was publicly available already
You received a ticket that was escalated from Resolutions 1. Upon investigation, you find that the user contacted us again regarding a refund request and continues to exhibit abusive and manipulative behavior. You also find a strike on the user’s profile with the following note: “When the user’s request for refund wasn’t granted, the user used profanities at me repeatedly including the F word and called me a moron. This was despite my warnings and attempt to refocus the user and set expectations per the workflow.”.
Note: This user is NOT a White glove user
What action should be taken on this ticket?
a) Check if the first warning has been given to the user
b) Send a final written warning to the user using the “Abusive and manipulative :: final warning” macro
c) Escalate to Safety
d) All of the above
d) All of the above
This is the Class Wave and Number
What is R2 NA Cebu 74?
Fill in the blank.
It is a hosting violation if the Host failed to provide access to the listing at check-in as promised (ex: they did not arrive at the listing, did not leave a key, or did not provide check-in instructions) by more than _ hour of the agreed upon check-in time and check-in could not proceed.
1
A Host with a three-story house has several listings that are private rooms. One of his private rooms had a confirmed bed bugs case, while the other listings with active reservations reported no issues. The next actions are applicable EXCEPT:
a) Temporarily unlist all listings in the property by adding the "Cannot be activated" flag.
b) CBA (with rebooking) all upcoming reservations in the property due to begin within 21 days.
c) CBA reservations for the other listings only if the guests wish to. Since other listings reported no issues, the reservations can remain as they are.
d) Do not solve the ticket until the Host has provided proof of treatment.
c) CBA reservations for the other listings only if the guests wish to. Since other listings reported no issues, the reservations can remain as they are.
A Guest from France has confirmed that they overstayed for 24 hours past check-out time at the listing. With the Guest confirmation and the amount of time overstayed, what is the maximum amount that the Host can charge for the overstay?
We are unable to charge Guests for overstaying the reservation.
Guest booked a private room in Amsterdam. Host lives in the same place. On the third night, G finds H using marijuana in the living room. She feels uncomfortable and wants to leave.
(Investigation: cannabis is legal in amsterdam. G still has 2 more nights remaining, Host didn't mention the use of Marijuana in the LD. There's no admin flag on Host's profile.) What would be your next step?
A. Proceed with a mid-reso alteration and take a loss to refund the G for the nights not spent
B. Proceed with a mid-reso alteration and refund unspent nights to G on H's behalf and adv H to update listing description
C. CBG the reso as it is the Host's discretion on what they allow in the listing and educate H on updating the listing description.
D. Escalate to Safety.
B. Proceed with a mid-reso alteration and refund unspent nights to G on H's behalf and adv H to update listing description
This is the favorite color of the Trainer.
What is the color white?
Guest Samantha was supposed to check in at 4pm. It's 11am and she has arrived early at the listing. Host David contacts you and is cross about the situation. What would be your next steps of action?
a) If the Guest is not within the check-in window in the listing details, confirm with the host when they can check the guest in.
b) Advise the host to contact the guest through the message thread and phone.
c) Inform the guest of the earliest possible check-in time, and if not agreeable, explain that you then need to proceed with guest cancellation, should they wish to cancel
d) All of the above
d) All of the above
Guest arrived at the listing he booked in Santorini, and found that the Host's cleaner missed to take out the contents of the fridge left by the previous guest. It's the guest's first Airbnb reservation and has his expectations high. He is now looking to cancel, but was not able to take photos or videos to support his claim. If the Host confirms the issues, the following are the applicable actions EXCEPT:
a) As the host has confirmed the issue, it can be treated as documented. Process a CBG with partial adjustment to the host, as for Trash in receptacle (low severity cleanliness issue)
b) If guest wants to leave, process CBG and do not offer any further refund as a loss.
c) If guest wants to leave, offer a coupon for 20% of the cost of the reservation as a loss from Airbnb
d) If guest is willing to stay, contact the Host to arrange a timeline for the issue to be resolved and refund 10% of the first night as an adjustment from the Host when it has been resolved.
C) If guest wants to leave, offer a coupon for 20% of the cost of the reservation as a loss from Airbnb.
Mark who is staying in a private room hosted by James, contacts Airbnb to report that he witnessed james making unwanted sexual advances towards another guest who is occupying the other private room (unrelated to Mark). As an R2 Ambassador, what action will you take?
Escalate to Safety
Identify the level of inaccuracy: "Listing is set as "Pets allowed" at the time of booking but the Host refuses to allow dogs at check-in."
High Severity Level 1
This is the learning room to which the class is held this week.
Where is Learning Room 3?
G contacted us complaining about feeling nauseous after smelling a strong sewage odour in the master bedroom. He was able to provide a photo of a leaking sewage pipe which is located along the perimeter of the master bedroom. He checked in at 8PM last night and has already spent a night int he listing. It's 10AM now and G wants to know his next steps. As an R2 Ambassador, what would you do, assuming the Host cannot solve the issue? The following are applicable except:
A. Issue a coupon of 20% for the nights not spent to Justin
B. Offer rebooking assistance to G
C. Issue a refund of cleaning fees, 30% of the first night, alter reservation and refund the nights not spent in the place to stay as an adjustment from the Host.
D. Inform G that you will refund him in full for any nights not spent (including service fees + cleaning fees) and 50% of the first night from the Host's payout.
D. Inform G that you will refund him in full for any nights not spent (including service fees + cleaning fees) and 50% of the first night from the Host's payout.
Before booking, the guest asked the Host in the MT if the Property is beside the sea. The Host replies yes, within 200meters. Upon Arrival, the guest reports it is far and over a kilometer. The guest provides valid documentation and states they do not want to stay and they would like to cancel and rebook. Assuming this happens before the local check in time, which of the following steps should you do?
A. Process a CBA with a full refund
B. Process a CBH with a listing suspension
C. Inform Host that the listing is blocked and we'll need to cancel reservations as CBA at the affected listing until the issue is resolved and documentation is provided.
D. Have your lead increase the HC coupon to 20% of the value of the reservation.
B. Process a CBH with a listing suspension
Marz calls in to inform us that her Host Jeffrey has been sending her repeated messages on the Airbnb message thread, even after she has checked out.
Jeffrey: Hello
Jeffrey: Hello, it's me Ollie. Remember me?
Jeffrey: Hello, please reply. I'm bored hahaha
Marz: Please stop messaging me!
Jeffrey: Can we be friends? Add me on Facebook!
As R2 Support Ambassador, identify the violation.
Harassment
Superhost calls to inform that his current guest has broken 2 house rules and he now wants to request an additional payment. He says that G smoked in the apartment and in fact, he had updated his listing description to add “no smoking is allowed in the premises” a week ago. He also says that G invited a friend to stay overnight without his approval. Hence, he wants the additional payment for the extra guest fee of $30 per guest per night and extra cleaning fee of $100 to get rid of the cigarette smell.
Upon investigation, you find that the reservation was made 3 weeks ago. The reservation is for 6 nights and G has already stayed in the listing for 2 nights with his extra guest. You should take the following steps EXCEPT:
a) Explain to H that the no smoking house rule was not mentioned on the listing description when the reservation was confirmed.
b) If H wants G to leave, you can alter the reservation and refund G for the nights not spent.
c) You should not talk to G about the extra guest fee and additional cleaning amount that H is asking for and instead, take a defined loss of $160 to pay H for the extra guest fee and cleaning fee.
d) You should leave a note on Guest and Host's account to record a house rule violation.
c) You should not talk to G about the extra guest fee and additional cleaning amount that H is asking for and instead, take a defined loss of $160 to pay H for the extra guest fee and cleaning fee.
This is the learning room to which the class will be held next week.
Where is Tamarindo?