A
What are the requirements to be a Super Host?
How long does a payout take to be processed?
A payout is processed 24 hrs after check in, the time frame that takes after that would depend on the payout method they have
In which status does the Guest may retract their reservation request?
We may advice the Guest if they want to cancel their reservation has to be on Checkpoint status
https://confluence.airbnb.biz/x/BwFAB
When reporting a new bug should we Submit a bug report and solve the case?
Not, we should follow the right process
1) test, verify and replicate the issue yourself.
2) Set the case to Pending and await a response from the Product Specialist team.
3) Once you receive a response from the Product Specialist team you are free to solve the case.
https://confluence.airbnb.biz/x/5QEvBw
What if the name on the account is not the user's first and last name but a business name or 2 people's name?
User should provide the name exactly as it appears on the Airbnb Profile in order the authentication to be complete.
https://confluence.airbnb.biz/x/y43DAw
Today is March 1st, 2025;For a reservation for $200 USD and $50 cleaning fee that starts on 8th of March 2025 with a moderate CP, how much would the refund be?
You receive an inbound call from someone who tells you that they're a lawyer. What do you do?
Create a case and transfer it to the Law Enforcement team with the appropriate information
https://confluence.airbnb.biz/x/tIDjB
If traveling can you apply your credit retroactively to a reservation nor request this through creating a CS case?
True, we can not apply it retroactively https://confluence.airbnb.biz/x/kYLGB
As a Support Ambassador can you help prively to your best friend in case he is having a problem with airbnb reservation?
Not, we should advise to contact CS via our hotline or the messaging app for further assistance as you are not allowed to utilize Nova for personal use
What do we do to authenticate if a user has 2 different names on the account such as Marian and Juan?
Whether it is a business name or two people's name or first-mid-last name the user should provide the name exactly as it appears on the Airbnb Profile in order the authentication to be complete.
https://confluence.airbnb.biz/x/y43DAw
To get a full refund of the nightly rate for a reservation with a Flexible Cancellation policy, guests should cancel at least 12 hours before the check in, yer or not?
Not, in order to get a full refund the reso has to be cancelled 24 hours before the listing's local check-in time (shown in the confirmation email)
https://confluence.airbnb.biz/x/Og0qPg
Windy, a guest, called to report that there is a camera recording on the bathroom of the apartment. As a Support Ambassador, how will you proceed with the situation?
Warm transfer to Safety as urgent
https://confluence.airbnb.biz/x/YxB_Gg
a Host contacts because his guest, wants to change the check-out date of an upcoming reservation, extending it by 5 nights but want to ensure he follows the right process, what would you advice to the Host?
We would advise the Host to submit an alteration request through Airbnb and Guest will be able to accept and pay the additional amount.
If a user calls in to ask you to add a payment method on hos behalf, what details should you ask to continue with the right process?
We should never add, edit, or remove a payout method for a user.
https://confluence.airbnb.biz/x/UJ-DAw
A Host contacts you to report that they are having trouble activating their listing. Despite making BTS. While investigating, you find an airlock is triggered in their account. Which airlock is triggered?
Stickiness: User Action
https://confluence.airbnb.biz/x/roCvB