Random
What is Surfacing Interests and how would you apply it to a real case?
Mediation Technique
WF: https://confluence.airbnb.biz/display/LEN/Mediation+process
Is it possible to alter a reservation if the reservation has started?
Yes, we can alter the reservation even if the check in has passed, as long as the change doesn't include the check in.
WF:https://confluence.airbnb.biz/display/LEN/Admin-processed+alteration
Is concert cancellation covered under our Major Disruptive Events Policy?
No it's not covered
When rebooking without funds, how much can we cover for a 3 day reservation cancelled 24 hours before check in?
We have to cover the full amount since they wont get the full refund on time.
WF: https://confluence.airbnb.biz/display/LEN/Reservation+rebooking
Per our mediation process, do we make any promises of refunds or reimbursements on our first contact with the user?
No, we have to set clear expectations that refund outside the cancellation policy stays on the discretion of the Host.
WF: https://confluence.airbnb.biz/display/LEN/Mediation+process
As a Resolutions 1 ambassador, what needs to be done before processing the admin alteration?
To alter a reservation on behalf of a Host or Guest (by admin), you will need written permission from both parties to make the changes, unless there is a documented Host violation
WF:https://confluence.airbnb.biz/display/LEN/Admin-processed+alteration
Tropical storms, cyclones, hurricanes, and typhoons apply as Mayor Disruptive events?
Yes, It does apply.
What are some characteristics for the HC coupon?
The coupon is valid for 30 days from issuance.The coupon can be used for Homes and Experiences reservations.
The system will issue coupons with varying values.
The coupon can be applied to Pay Less Up Front reservations.
WF:https://confluence.airbnb.biz/display/LEN/Reservation+rebooking
Should we cover the cost of an alteration made by a Support Ambassador without host approval?
Yes, we should take is as valid loss since was a mistake we need to fix.
WF: https://confluence.airbnb.biz/pages/viewpage.action?pageId=60837260
Which cancellation policy would apply if we alter the reservation?
The cancellation policy will remain unchanged when altering, regardless of the Host updating the cancellation policy after the reservation was accepted.
WF: https://confluence.airbnb.biz/display/LEN/Admin-processed+alteration
What allows the major disruptive policy to Guest and Host?
Our Major Disruptive Events Policy allows for guests and Hosts to cancel only where the circumstances were not foreseeable at the time the reservation was made. Foreseeable circumstances that are not covered include the weather events, natural conditions and diseases
What if a Host has to cancel due to change in local regulations or legality issues, do we accept as part of the penalties free cancellation?
Yes, it does apply for penalties free cancellation.
WF:https://confluence.airbnb.biz/display/LEN/Cancellations+by+host
If you are messaging with the user, in which situations you should introduce yourself?
Anytime you receive a new case
When you receive a transferred case, if the previous Ambassador advised the user they were being transferred
WF: https://confluence.airbnb.biz/display/LEN/Nova+Case+handbook
What type of alterations can be done by a Host?
Number of guests
Nights booked
Price
Listing
WF: https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration
Mention at least 2 of the Mayor Disruptive events ACTIVED at NA and LATAM right now?
Heightened Security in Sinaloa, Mexico
Wildfires in Los Angeles, California, United States
Hazardous Air Quality in California, United States
Winter Weather in Southern Indiana, United States
WF: https://confluence.airbnb.biz/display/LEN/Major+Disruptive+Events+%28MDE%29+epicenter
What is the Ground Rules for Hosts for the scenario below.
A guest calls in and says that they had booked their listing because it has a Jacuzzi, but they now find that the Jacuzzi is empty and even broken.
Listing accuracy
ARTICULE: https://www.airbnb.com/help/article/2895
If you received a call from a case that was handled by another ambassador, would you take the ownership of the case o transfer it back to the previous ambassador?
Take the call, assist the user and own the case.
WF https://confluence.airbnb.biz/display/LEN/Nova+Case+handbook
What are some limitations for alteration per users?
Alterations are limited to 3 per day or 10 in total per reservation. (Note: Alterations done by admins are not counted towards the limit of alterations available per reservation)
WF: https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration
If the Major Disruptive Events (MDE) Epicenter does not show up a recent incident, what would you say to the user?
We would have to educated the user on wait a few hours to check for updates and even follow up.
“F*** this s***, the host was a liar and a moron. I do not recommend this place.”
After identifying the relevancy and the violation category, please suggest if the review can be hidden as per the Outcome table
No action on review.
Relevant.
inappropriate content.