Rebooking
When do we Provide the Rebooking assistance? All scenarios that apply
Every time there is a CBA or CBH
What type of Cancellations we have on Airbnb.
CBA, CBH, CBG
What Alterations can be made by G.
Guest's, Dates, Price
Provide all steps to take when a call comes in and the User does not speak English.
If the user doesn't speak English and you are unable to communicate in another language, warm transfer the call to the correct support line.
For messaging, provide all of the situations when you should introduce yourself to the user.
1. Anytime you receive a new case
2. When you receive a transferred case, if the previous Ambassador advised the user they were being transferred
What steps do we take if a G calls Airbnb stating they had CBH on a reservation and due to the availability of the listings they need a coupon of $250 to cover the new reservation.
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Consult with your lead to disable the HC coupon before communicating with the user, and create a new coupon for the needed amount
A HCI reporting they need to cancel a reservation due to a change of rules with their HOA. What steps would you take? How would you be able to help the H?
1. Empathize and adv H the reso will be CBH
2.Landlord/Ownership issues are covered, request documentation
3. When documentation is provided CBA will be processed
What Alterations can be made by H?
Guest's, Dates, Price and Listing
Provide an example of an acceptable loss reason for the when A Support Ambassador mistake generated monetary loss for a user.
Ex: A Support Ambassador canceled the wrong reservation or forgot to contact the host before using the alteration tool
Provide 3 scenarios for Unacceptable loss reasons.
- In cases where Airbnb is not the one to be held accountable
- Airbnb bears no responsibility for issues that have occurred
- Expectations based on wrong information were not met everything was delivered as promised
- Potential earnings
When do we follow rebooking without funds and how much can we cover for the new reservation?
If the user contacts us to state that, due to not receiving their refund, they can not cover the cost of a new reservation and we can cover 100% of the new reservation.
Provide 4 penalty free cancellations and examples for CBH's.
What Type of alterations we have on Airbnb?
ABH, ABG, ABA
Explain the Mediation Technique generating options and provide one example.
Here is where we generate possible outcomes based on interests to gain agreement (ending in resolution), or to issue a settlement (decision made by Support Ambassador after failed attempt to gain agreement). Options should be generated offline, and then communicated to each user to gain buy in.
Explain the Mediation Technique Communicating the outcome.
Here is where we communicate the outcome relating it back to the interests of the guest/Host, the context of the Support Ambassador's role as a mediator, and the agreed upon actions for the guest/Host to take. It can be used on every interaction until case is closed.
When we do not follow hotel tonight what is the loss percentage we follow for rebooking a guest?
Filter by a max price equal to the canceled reservation's value + 20% (for regular bookings),
Filter by a max price equal to the canceled reservation's value + up to 50% (for special occasions)
A G calls in reporting an alteration request was sent from her side to the H. G wants us to be the ones processing the changes due to the H not responding. What would you advise the G and what would your next steps be?
1. adv alteration has already been submitted from the G side there for we need to wait for the H to respond.
2. We can offer to call the H and advise the alteration request was submitted for him to review it and decide to approve or decline.
A guest calls in stating the H just CBH the resort, and he would like to be compensated for the issue and trouble he had been through? What loss would you offer?
No compensation can be provided, you can only empathize with the user and help with rebooking.
Explain the Mediation Technique surfacing interest and one example.
This is the why behind what a guest/Host wants. Shorthand description of motivation - statements of why the issue at hand is important.
Provide 5 Statements about the HC coupon.
A guest calls in stating her refund is missing, she did a CBG and she did not receive a refund. What could happened and what steps would you advise the G to take?
- Educate G on Cancellation policy
- advise the G to talk to H to request a refund
- Open a Resolution center request
A guest made a reservation for 30 nights and due to a family emergency needs to check out today (day 15 of the reservation) G also requested a 50% refund. How would you help the G and what steps would you take?
- advise G we will reach out to H to ask if alteration can be processed and asking the H for the refund amount wanted.
- get consent from both parties
- If H does not agree to any refund we would not be able to process it
When should you take over a case?
Always when its an IBC.
Provide the 4 ground Rules for Host's and provide an example of the listing cleanliness and listing accuracy one.