Random
*What is Surfacing Interests and how would you apply it to a real case?
Mediation Technique
*What are some reasons for a Host to request a cancellation without consequences?
Death of an individual
Unexpected serious illness or serious injury
Government mandated obligations
*What type of alterations can be done by a Host?
Number of guests
Nights booked
Price
Listing
* 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 (100%) since they wont get the full refund on time.
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.
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.
* What is the process if a Guest contact us since a Host asked them to cancel?
Cancellation types have different impacts for hosts and guests. A host should always cancel the reservation themselves if they need to cancel due to a host-related circumstance. Always review the entire case to determine whether there's already evidence the host made this request to the guest.
* Support Ambassador John receives a case from Host Robert. Robert requests the removal of a guest review left by Jenna. The review states: 'F*** this s***, the host was a liar and a moron. I do not recommend this place.' What is John's appropriate next step?
Direct the user to the form to request a review removal
* 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.
* 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
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.
* Tropical storms, cyclones, hurricanes, and typhoons apply as Mayor Disruptive events?
Depending on the time of the year and location.
* A Guest contacts you for a review removal request, Upon investigation, you noticed in the message thread that Will said to Claudia “I will charge you for the extra guest unless you leave me a good review”.
According to our workflow, what is the Strength of this signal?
Strong
* What is the pricing filter we use for rebooking?
Filter by a max price equal to the canceled reservation's value + 20% (for regular bookings), up to 50% (for special occasions)
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
* A guest from Tokio called but doesn’t speak English. You are not fluent in Japanese and can only support in English. From the guest’s Nova page, you noticed that there’s only one reservation under their account and is scheduled to take place in 2 weeks’ time. You notice their preferred language is Japanese. What are your next steps?
If the user doesn't speak English and you are unable to communicate in another language, warm transfer the call to the Japanese support line.
Guest Georgia canceled a reservation with a moderate cancellation policy four days before check-in, receiving only a partial refund. She contacted Ambassador Jemma, expressing dissatisfaction.What are our next steps?
Educate them on their refund entitlement and direct them to the Help Center:
If a user cancels the reservation with a Strict 2 days before the check in what refund will they receive?
No refund
* When do we follow the "Rebooking without funds workflow"?
When the guest has not received the refund and explicitly mention that they cannot cover the cost of the reservation
Extra: we cover the 100% of the new reservation
Examples of acceptable loss reasons
-A Support Ambassador mistake generated monetary loss for a user.
-A bug lead to monetary loss for a user.
- There were wrong expectations
Should we offer a coupon in our first contact?
No, under the mediation workflow
Remember to consult the losses/refund guidelines workflow when moving to settlement.
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
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 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)
https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration
You received an inbound call related to an R1 concern. The user wishes for someone to help them with their cancellation request right now, because they got tired of waiting for the previous Support Ambassador. What will you do?
Follow the Nova case handbook steps