S
Taking a loss in a case without an associated _____________ is not allowed.
booking/reservation code
For services and experiences, we are _________ offering rebooking assistance.
not proactively
As an ambassador, you will ________ any service and experience reservations
not be able to alter
We are encouraging ____________________ to understand how alterations work so that they can feel empowered to make the changes that are available to them within the product.
hosts and guests to use the Help Center article
The only thing that guests can alter when it comes to services and experiences are?
Date and time
Host Ground Rules Appeals will go to the?
Scaled Ops Team
Only ________ can leave reviews for service
and experience reservations.
Guest
What is the review removal request process for services and experiences
Same with Home
If a homes host or guest reports property damage by service or experience host, refer to the ________
Transfers to Claims workflow
If a guest is experiencing an active safety issue happening in real time, in addition to the accuracy, preparedness or respect for the property issue, always transfer to?
Safety
If a guest cannot find the service or experience, you will ________ indicated on the reservation page and contact the host to confirm.
verify the location
Issue Severity:?
Issue: The host commits a low-severity host ground rules violation.
refund outcome: Guest receives a 10% or $10 refund, whichever is greater, deducted from the host payout.
Minor
These are considered as ________ under Accuracy
Different host or Co-host
Incorrect or Omitted Location
Failure to Disclose Guest Requirements
Substantial Schedule Discrepancy
Unconfirmed Reservation Change
Unfulfilled Privacy Representation
Substantially Different Activity
High Severity
These are considered as low severity under what category?
Quality of tools or materials provided
Venue or materials are unclean
Preparedness
Under ground rules for the Host, which category falls:
"A host must deliver the full service or experience to guests as advertised."
Accuracy
1.ONCE EVIDENCE HAS BEEN COLLECTED
2.DETERMINE WHETHER OR NOT YOU HAVE ENOUGH EVIDENCE (YES)
3. ?
Inform the host about the reported violation on their listing
If a host is late, it is a ______________ violation
services and/ or experiences
Under ground rules for the Host, which category falls:
"Where the guest provides a venue, the host must leave the venue in a condition that is same or better than the one in which they found it"
Respect for property
If a host is unresponsive, it is ___________
not a violation
Give the 3 Host Ground Rules for Services and Experiences
Accuracy
Preparedness
Respect for Property
Severity: Severe
Issue: Host-caused issues that prevent the activity from taking place:
-Host cancels a reservation or fails to show up
-High-severity host ground rules violation
-Safety or behavioral policy violation
Refund outcome:?
Guest receives a full refund, deducted from the host payout.
Give 3 points in Assisting with Rebooking (S&E)
Location
Number of guests allowed (adults, children, infants)
Category (ex: chef)
Specialty or sub-category (ex: italian food)
Price
Date and time
Any other relevant info provided by the guest
Severity: Moderate
Issue: The host commits a high-severity host ground rules violation that does not prevent the activity from taking place.
Refund outcome:?
Guest receives a 30% or $10 refund, whichever is greater, deducted from the host payout.
Give 3 reasons in which we would take a loss
In cases where Airbnb has direct responsibility for a problem, we need to hold ourselves accountable.
A support ambassador mistake generated monetary loss for a user.
A bug lead to monetary loss for a user
There were wrong expectations
The goal is to hold hosts accountable if the commitments they have made.
Unmet financial commitments