Host Cancelations
We keep the guest's payment when booking a hotel on their behalf. What workflow is this? (no longer in use)
What is Hotel Rebooking?
States that a guest may be eligible for a refund if the following occur:
Flight cancelation.
Host needs to cancel.
Listing is not as described.
Listing is dirty.
What is the Guest Refund Policy?
$200
What is CM loss limit?
States that if the CM is not in office, take over the case.
What is community first?
Ineligible for Superhost status, potential monetary penalty, blocked calendar, automated review posted on the listing.
What are Host Cancelation Penalties?
States that:
You must contact us within 24 hours of the issue occurring.
Provide documentation.
Allow us to contact the host and be responsive.
Cannot have caused the issue.
What is the Guest Refund Policy?
Needs to be applied to every ticket which is over $200.
What is the four eye macro?
Used if you need to speak to a user in another language.
What is language handoff?
Type of Cancelation when a Host has an EC.
What is CBA?
Provides reimbursement up to $50.
CBA's all upcoming reservations.
Requires documentation of the 3 Bs.
What is the Bed Bugs WF?
Needs to be filled out everytime a loss is taken.
What is the Tampa TWO EYE form?
Termed used when a case is not by definition a handoff, but user does need immediate assistance.
What is babysitting?
A workflow when you're not sure how much to refund for Hosting Standard Violations.
What is Refund Guidelines and Losses?
Bites, blood, bugs or bug casings.
What are the 3 B's?
Processed through transfer money with a receipt.
What is reimbursement?
Needs to be used when submitting a handoff.
What is the Tampa Handoff form?
Issued if a reservation is canceled less than 4 weeks before check in.
Has max value of $200 USD.
Lost if the guest chooses a full refund.
What is HCP Rebooking Credit?
Light dust, trash in the trash cans, and listing in need of new sheets.
What is cleanliness, low severity WF?
Never refundable. If refunded, should be offered as a coupon.
What are Guest Service Fees?
States that you must let the user know via phone before issuing with lead approval.
What is Final Decision WF?