The Basics!
What is Sonder?
Sonder is a hospitality company that offers unique, design-led accommodations in cities around the world.
_______ is a password storage tool used to store secure personal & Sonder-wide password.
Keeper
Provide at least 3 items a guest can request through self service in the Sonder App.
Beverage / Towels / Bedding / Pack 'n Play / Noise Machine
What are the two places you can check to see the cancellation policy that the guest booked under?
BEN Inquiry / Reservation via OTA site
For which other OTAs can we process the Intra-stay extension requests solely using the Alter Booking tool?
Booking.com / Expedia / HomeAway (VRBO) / Plum Guide (Intra-Stay Only)
Why is it important to build a connection with our guest?
Helps personalize service and choose the right tool.
This provides an overview of availability in Sonder City, neighborhood, building, or space across specific dates (a month or a week, for example). What tool is this?
Occupancy Board
A type of Relocation that occurs any time during their stay after 4PM on the day of Check-In.
Intra-Stay Relocation
What is a valid reason to allow a guest to cancel outside the cancellation policy called?
Extenuating Circumstances
When relocating guests for Sonder-Driven reasons, it’s important that we move them to spaces that are ___________ to the one they booked.
Comparable
Why do we compensate guests?
We use compensation to recover a situation & ensure our guests end their stay on a positive note.
What are the 3 tools we have in BEN to create new inquiries?
Reservation tool / Occupancy Board / Inquiry Dashboard
A type of relocation wherein we relocate a guest to one new space for the entirety of their stay.
Simple Relocation
What are the Sonder Direct Cancellation Policies?
Economy Rate / Flex Rate
Provide at least 2 Types of ID we accept at Sonder to complete Online Check-In.
Passport / Driver's License / State ID
When determining compensation, what are the three (3) factors that we need to consider?
Problem, Importance, Response
A project management platform that we use company-wide to track internal and guest-related tasks.
Asana
For guest request, what is the Standard SLA for unstaffed Properties?
24hrs
Give at least 3 examples of an Extenuating Circumstances.
Death in the Family / Major Illness / Natural Disaster / City approved inclement weather
Since Airbnb guest are not required to create a Sonder account, how can they complete the online check-in?
They can link their booking using their Airbnb confirmation code to complete Online Check-In.
What is the question that you should ask yourself in order to determine if Resolution was your North Star?
Would the guest need to contact us again for the same issue?
A guest reaches out asking if her reservation in Dubai has a panoramic view and is a corner unit. What resources would you check first, before reaching out to the CT for assistance?
Check CUF/Asset References for a floorplan.
What would you do in the event that a guest called you and said that there is a strange person banging on her Sonder, giving threats to her and demanding to open the door. (Sonder Property is Unstaffed. City Slack Channel is on After Hours.)
Advise the guest to call Emergency Services. Try to reach out to CT, and tag the POC twice, then MOC. If no one is answering, call the POC first, and then MOC.
Guest wants to cancel their reservation with us because they think that our way of checking-in is unsafe, and they are not comfortable uploading their ID on a website. Are they eligible to get a refund? If yes, how much and why? If no, why?
Yes. They are eligible for a full refund. According to FreshService Article: (ID Verification (IDV) FAQ & Talking Points), if a guest can't or won't do Persona, the guest can cancel and receive a full refund if they refuse to do it.
A guest called and said that they will check out early due to a work emergency. The guest is also asking how much will they be refunded for the unstayed nights in their reservation. Are they eligible for a refund? If yes, why? If no, what are the options that you can give to our guest? (Sonder Direct Reservation)
The guest isn't eligible for a refund. We can advise the guest to contact their card provider and ask if they have a travel insurance perk with their card.