A
During an outbound call to an unverified phone number, other than asking the permission to record the phone call, what information will you require from the user to complete authentication?
1) Complete name of the account holder
2) Phone number on account
3) One of the following: email address, DOB or last 4 digits of either payout or payment method or PayPal email address as stated on their account
When managing your inbox in Atrium Case, what types of behavior should you always apply?
Review all open cases as they're pushed to you.
Prioritize your open cases based on time sensitivity and sort by 'Last updated'.
Don't set a case to pending if the issue was resolved—solve the case.
Solve the case on the first touch if you have enough details to solve the issue.
Minnie, a guest, called to report that there is an undisclosed surveillance device in the bathroom of the apartment. As a Support Ambassador, how will you proceed with the situation?
Warm transfer to Safety as urgent
Authentication: 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?
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
A guest from Paris called but doesn’t speak English. You are not fluent in French and can only support in English. From the guest’s Nova page, you notice that there’s only one reservation under their account and is scheduled to take place in 3 weeks’ time. What are your next steps?
If the user doesn't speak English and you are unable to communicate in another language, warm transfer the call to the French support line.
A reservation is put into Checkpoint status when...
The guest is being required to verify their ID, or Checking previous account activity, or verifying payment method
What are the details that you can find in Price Breakdown
Nightly rate, service fee, any extra charges (such as for pets or cleaning), applicable local taxes, and any mandatory fees
You receive an inbound call from someone who tells you that they're a Police Officer. What do you do?
Create a case and transfer it to the Law Enforcement team with the appropriate information.
A host can offer multiple guests a pre-approval for the same dates, but they should let each guest know that there are other people interested in booking. (True or False)
True
For messaging, which of the following situations should you introduce yourself to the user?
When you receive a case for which you are the first owner, and When you receive a transferred case, if the previous Ambassador advised the user they were being transferred
Pete calls in because he cannot complete a booking. Pete needs to make this reservation urgently and asks you to do it for him. What do you do?
You are not able to book for them and they have to try again on their end until it’s successful or try using a different payment method.
When reporting a new bug, you have to submit a bug report and solve a case. (True or False)
False
You’re handling a case where a host reported damage by a guest who has already checked out. You gather all required documentation from the host and initiate a resolution request.
Just as you’re about to close the case, the guest replies asking for a breakdown of the damage cost and accuses the host of exaggerating the issue. You are ending your shift in 5 minutes, and the guest sounds frustrated and wants a callback.
What should you do as the case owner?
Ensure them that we want the fastest possible resolution to your issue, that your colleague will be taking over your case from here, and they are fully briefed and ready to assist you further. Warm transfer the case to the next available ambassador
When a guest insists they are not planning a party and feels personally targeted by Party Prevention Airlock, what is the most appropriate way for an ambassador to explain why the reservation is blocked?
Acknowledge the guest’s feelings, explain that the restriction is based on automated risk factors and community safety and offer alternative accommodation options.
Philip contacts Airbnb claiming to be the legal owner of a property listed on the platform. He says the current host is his former tenant who moved out months ago but is still listing and renting the property without his knowledge. Philip demands booking history and contact information, and insists Airbnb immediately remove the listing. He also wants to know why Airbnb is allowing this person to rent his property without landlord’s approval, and if this is legal.
Do not disclose any information about the listing or account, gather the appropriate information, and transfer to the Regulatory Response team.
Jacob recently booked a stay in New Jersey using Airbnb credits after her previous reservation was canceled by the host. It's been only 2 hours since she made her new booking request, but the host hasn't accepted it yet. Concerned about the delay, Jacob contacts Airbnb Support asking for an update.
Advise Jacob to have multiple pending requests so as to maximize the chances of getting a booking.
A guest calls into Airbnb, complaining that they are blocked from booking a reservation and they do not understand why. They feel frustrated and accuse Airbnb of being unfair. What steps should you take to handle the call and ensure a successful transfer if needed?
Calmly acknowledge the guest's frustration, authenticate the caller, explain that the restriction stems from automated risk assessments for community safety, and share alternative booking suggestions. If the issue requires escalation, warm transfer the call to the specialized team.
Gary needs to book a last-minute stay for a business trip and is searching for listings available for the same night. He finds a listing with great reviews and clicks “Request to Book.” Since he doesn’t have time to wait for host approval, he messages the host asking if they can confirm quickly. The host replies and sends a Pre-Approval, after which Gary immediately books the listing. How did Gary book the reservation?
Gary used a Pre-Approval, which let him confirm the reservation without waiting for a host response again.
A guest successfully books a stay on Airbnb but realizes afterward that they had a valid coupon code that they forgot to apply. The reservation is confirmed and the host has a moderate cancellation policy. What should the guest do to use their coupon?
The guest can’t use the coupon on the current reservation as it can't be retroactively applied. They must save it for a future booking.
Which of the following is NOT aligned with best practices when using the Screen Share tool?
A. Begin the session first to save time, then explain the purpose of the screen share.
B. Use the highlighting tool to draw attention to specific elements during the session.
C. Confirm user consent before starting the screen share and explain its purpose clearly.
D. Avoid restricted pages and follow the steps outlined in the screen share workflow.
Begin the session first to save time, then explain the purpose of the screen share.
Hi, I'm hosting a guest who was supposed to check out this morning. But their things are still here and they’re not responding to my messages. I have a same-day booking coming in two hours and I don’t know what to do. I’ve also messaged Airbnb but haven’t heard back. Can someone please help me? What are the first few things that you need to do?
Opening Spiel, Empathize and Authenticate, and ask Probing Questions accordingly
You receive a call from someone claiming to be a guest named Roe. He says he’s locked out of his account and urgently needs to access it to check-in to a property within the next hour. He explains that he’s traveling internationally, doesn’t have access to his original SIM card for two-factor authentication, and his email is also not accessible right now due to password reset issues. He provides the reservation code, host’s name, and property address, and is clearly anxious. He also adds, “You can check – the reservation is under my name. I can verify everything right now on call, I just need help." How do you proceed?
Calmly inform the caller that without full account authentication, you cannot access or share any reservation details, but offer to assist via email if he can verify identity through a secure channel.
While trying to add a payment method, a guest gets this error: “Looks like this payment method can't be added. Use an existing method or try this one again later.” What could be the possible reason?
Defender block is activated
You were assigned the following Case:
“Hi, I need help! I can’t change my listing pricing. I need to increase my nightly rate in November because of the upcoming music festival. I don’t want any new bookings to come in at the current price. Help!”
Upon investigation, you noticed there are two other cases under the host’s profile.
Case 1 is handled by a Support Ambassador (Elmer) regarding the same issue. The host had sent screenshots of the error message they faced when trying to increase the nightly rate, and the last touch was 4 days ago when Elmer set the case to pending.
Case 2 is handled by a Support Ambassador (Michael) regarding a cancellation request. The last touch was made 5 hours ago, where Michael was asking Host to confirm which reservation needs to be cancelled.
What are your next steps?
Take over Elmer's case, solve your own case as a Duplicate, and assist the user.
A guest contacts Airbnb after being charged more than expected for a reservation. They mention seeing a service fee during checkout, an extra charge for an additional guest, and a separate local tax listed in the breakdown. The host claims they included all fees in the listing price.
Which of the following is the most accurate explanation you can provide?
The service fee is set by Airbnb, while extra guest fees and local taxes are determined by the host and should be transparently mentioned in the listing description.