CXL KNOWLEDGE CHECK

Drinks 1

1

Guest need to cancel their reservation because his meeting was cancelled. What workflow you will check. 

Guest cancellation - Plans have change.

2

Guest is unable to authenticate their account what contact reason you should select and what macro you need to choose. 

Contact reason: No known contact reason

Macro : Unable to Authenticate 

3

What is the workflow that you will use if the user's concern is about extenuating circumstance?

Epicenter

4

Provide at least one that is covered by our Extenuating Circumstance Policy.

Changes to government travel requirements.

Declared emergencies and epidemics.

Government travel restrictions

Military actions and other hostilities

Natural disasters

5

What is the time frame for Host to submit a valid document to waive their cancellation penalties.

Documentation needs to be submitted within 7 days from the cancellation

Chips 2

1

Can Guest book a reservation on behalf of their family member using his Airbnb account?

True or False

False.

2

Is Service fee refundable?

True or False

False.

3

When can Service Fee be refunded?

When the Host agreed for the full refund.

4

This is where you put the reservation code and file a bug report in the left side of the Nova.

Metadata

5

Provide at least two pillars of Service Promise

Host our community, Take good care, Help everyone belong, Make service Magical

Biscuits

1

All of our user is eligible for rebooking credit

True or False?

False. Not all of our user are eligible for rebooking credit

2

What is the name of the new tool that will replace NOVA?

ATRIUM

3

Can we reinstate a cancelled reservation?

True or false?

False. We need to Inform them that canceled reservations cannot be revived and they (the guest or Host) need to make a new reservation

4

What are the information that you need to ask if you are calling unverified phone number?

1. Name on the account

2. Phone number

One of the FF:

1. DOB

2. Email Address

3. Last 4 digit of payout or payment method

5

As a Support Ambassador are we allowed to override the Nova guide?

Yes or No?

No.

Chips 1

1

As a CXL ambassador, can we reactivate a listing?

Yes or No?

No.

2

What are the eligibility of our hosts to become a SUPERHOST?

Provide at least two.

Overall Rating : 4.8

Cancellation Rate : less than 1%

Response rate : 90%

Stays hosted : 10 stays or 100 nights and 3 stays

3

Guest called in and reporting that their Host is not responding to their message. As a CXL ambassador where you will escalte this issue?

Resolutions 2

4

What are the information that you need to ask if you received a call from unverified phone number?

1. Name on the account

2. Phone number

3. Email address

One of the ff:

- DOB

- Payment or payout method Last 4 digits

- Paypal email address

- Recent reservation code

5

This helps our ambassadors in following procedures and policies enhancing the users experience and speed up providing the resolution, what is this?

NOVA GUIDE

Drinks 2

1

You receive a call and Host want to cancel a reservation and the check-in is within 48hrs. As a CXL ambassador what will you do?

Escalate to Resolution 1

2

For Hotel reimbursement how much Airbnb can reimburse our Guest?

If the hotel they book is more expensive than the original reservation, Airbnb can cover the difference in cost up to 30% of the original reservation total

3

As a support Ambassador how can we determine if the listing is part of an ongoing EC.

There will be a banner showing on the reservation page.

4

For reservation rebooking, what is the maximum coupon amount can we cover for standard rebooking?

Up to 20%

5

When should we provide OTC for Host cancellations?

We can provide OTC if the host is first time hosting a reservation and doesn't understand how instant book  work.