Random
What is Surfacing Interests and how would you apply it to a real case?
Mediation Technique
WF: https://knowledgecenter.airbnb.tools/article/12
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://knowledgecenter.airbnb.tools/article/210
Based on the MDE is a concert covered?
No it's not covered
WF: https://knowledgecenter.airbnb.tools/landing/10
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://knowledgecenter.airbnb.tools/article/553
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://knowledgecenter.airbnb.tools/article/12
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://knowledgecenter.airbnb.tools/article/210
Tropical storms, cyclones, hurricanes, and typhoons apply as Mayor Disruptive events?
Yes, It does apply.
WF: https://knowledgecenter.airbnb.tools/landing/10
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://knowledgecenter.airbnb.tools/article/553
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://knowledgecenter.airbnb.tools/article/12
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://knowledgecenter.airbnb.tools/article/210
a Declared public health emergencies is considered as MDE?
Yes is part of the MDE
HC: https://www.airbnb.com/help/article/1320
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://knowledgecenter.airbnb.tools/article/569
If you are messaging with the user, in which situations you should introduce yourself?
When you receive a case for which you are the first owner
When you receive a transferred case, if the previous Ambassador advised the user they were being transferred
WF: https://knowledgecenter.airbnb.tools/article/485
What type of alterations can be done by a Host?
Number of guests
Nights booked
Price
Listing
WF:https://knowledgecenter.airbnb.tools/article/210
Can epidemics be considered as MDE?
Yes, it is under the list
HC: https://www.airbnb.com/help/article/1320
What Ground Rule for Hosts violates 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://knowledgecenter.airbnb.tools/article/485
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://knowledgecenter.airbnb.tools/article/210
Government travel restrictions is covered event under MDE?
Yes, it is under the list
HC: https://www.airbnb.com/help/article/1320
A Host needs to cancel all upcoming reservations due to a change in the rental laws in her city and is afraid of the host cancellation consequences. One of her guests, reached out SR1 to explain the situation and wants to know how to proceed. Upon investigation, you find that Bernice has 5 upcoming reservations, what are the steps that you have to take in order to cancel and get her listing deactivated
1) If the eligible category for the host is any of the following, the listing must be deactivated (Unlisting or removing a listing) before completing the consequence-free cancellation:
Changes in local regulations
Legality or landlord issues
Pro host no longer working with property manager
Listing owner sold or removes the property from pro host management
2) Cancel the reservation as CBA
Note: For reservations already canceled by the host, change the cancellation type from CBH to CBA
3) Block the listing's calendar for the dates of the canceled reservation (excludes the I'm uncomfortable with this reservation contact reason)
WF: https://knowledgecenter.airbnb.tools/article/569