Guest missed checkout
How much we will charge a Guest for overstaying?
Twice the original nightly rate plus taxes and fees
The state of being invaded or overrun by pests.
Infestations
How do we determine if there are definitely bed bugs present?
3 B's (bugs, bites, blood)
What is the deadline if check-in is today and it is not an appropriate time to call the host?
30 mins
What will you do if an overstaying Guest will affect the upcoming reservation?
Mold that require a professional inspector to resolve
High health risk mold
For active reservations with sufficient evidence , Guest cannot stay in or book another Airbnb listing for the next _____ days to reduce the risk of spreading the bed bugs
3
What is the deadline if check-in is within 5 days and it's:
12 hours
What will you do if you will not able to charge the Guest payment method?
Send a manual payment link
Earwigs, centipedes, and silverfish
Low health risk pests
Discriminatory remarks, Violent threats, and Sexual harassment are under of what category?
Severe abuse of Airbnb representatives
What is the deadline if guest successfully checked in and the guest is not experiencing a trip issue
Per your discretion (minimum of 1 hour)
How can we consider a Guest that they are overstaying?
If they overstayed for more than 36 hours.
Smoke, odor, hot water
User threatens suicide or self-harm if Airbnb does not meet their request.
Manipulation using violent threats to self
What is the deadline if guest successfully checked in and is experiencing a trip issue (Ex: Guest cannot enter the listing)
Within 1 hour (within local business hours)
What if the overstaying Guest is from Malta. What will you do?
Educated the Host they can submit RC Case but we cannot enforce an overstaying Guest that lives in EU or UK country.
What are the 4 categories for violation under material defects.
Cleanliness, Accuracy, Check-in issue, Communication
True or False: If inspection documentation confirms there are bed bugs, we offer proactive rebooking assistance to the upcoming guests whose reservations begins in 72 hours.
False. 48 hours
Give 2 criteria to consider a Host as a Zombie Host
- Lack of response to Guest message in recent history
- Consecutive cancellations (CBH) of instant book due to unresponsive
- No response from other cases
- Listing that never successfully completed a reservation (reservations were canceled as a CBH or CBA)