Cleanliness

Cleanliness Overview

2

What dictates the host's area of responsibility? 

Listing type

5

What are the 4 types of risk factors: 

1. Documentation provided does not verify guests claims.
2. Previous undocumented/unverified claims from same guest.
3. Evidence that guest’s actual reason for wanting to cancel is unrelated to a hosting violation.
4. Evidence of unrelated personality conflict with host suggesting claim is retaliatory.

10

How do you handle a case if if documentation provided does not verify claim, and no risk factors are present? 

Handle per ‘no documentation’ flow in appropriate severity tier.

15

If documentation is provided but does not match the guest claims, and does not verify the statements made by the guest, what should you do?

Handle per severity level displayed in guest photos.

20

Give 4 possible reasons why a guest may not be able to provide documentation

1. Guest expresses they have already left the listing.
2. Guest expresses they do not have access to a camera, computer, or wifi and cannot send photos.
3. Guest expresses the issue is undocumentable (smell, wifi strength etc.).
   AND
4. The guest has had no prior losses associated to trip issues or prior education on documentation requirements

Cleanliness Oversight

2

What are the possible guest actions that can be done if guest complained with validated documentation for Cleanliness Oversight? 

1. Direct guest to notify host via message thread about the issue (with documentation) before agent assists mediating a solution.

2. If the guest wants to leave: Process a CBG. Refund the guest the cleaning fee from the host’s payout. If the host does not have a cleaning fee set up, refund the guest 25% of the first night stayed.

5

A guest is complaining about feeling nauseous after smelling sewage odour in the master's bedroom.  Guest was able to advise after 24 hours of check-in. If guest expressed their desire he to leave the space, what are the following guest and host actions you should take? 

- Direct guest to notify host via message thread about the issue (with documentation) while agent assists guest with chosen outcome.

- Possible Rebooking or Refund

10

If G cannot provide documentation for a cleanliness reported within the reservation and if the guest wants to leave without attempting to resolve the issue, what are your possible course of action?

Refund: Process a CBG. If the host’s offers an additional refund to the guest, process the refund from the host’s payout.

15

If G is able to provide documentation for a cleanliness reported within the reservation and if the guest wants to leave without attempting to resolve the issue, what are your possible course of action?

If the guest wants to leave: Process a CBG. Refund the guest the cleaning fee from the host’s payout. If the host does not have a cleaning fee set up, refund the guest 25% of the first night stayed.

20

If G is able to provide documentation for a cleanliness reported within the reservation and G left the listing, how should you proceed with the H's payout? 

Process Adjustment of 100% cleaning fee from payout + cancellation policy. If the host’s offers an additional refund to the guest, process the refund from the host’s payout

Incomplete Turnover (Including Molds)

2

How do we handle a case if Guest reported an issue within 24 hours but spent a night in the listing ORGuest contacted host within 24 hours about an issue (but not Airbnb)

Proceed to handling this case under Documentation + Issue reported AFTER 24 hrs of check in

5

What are Airbnb's acceptable losses for cases under incomplete turnover? 

Refund of Service Fee 

Possible Hotel Rebooking 

10

If the issue cannot be resolved in 1 night what should be your course of action for incomplete turnover cases? 

Process rebooking for a listing of equal or greater value (up to 30% increase of the original booking value.

15

If issue is reported after 24 hours of check in with valid documentations, where H was able to resolve the issue what is your course of action? 

Refund the guest 50% for each affected night spent from the host’s payout.

20

What macro do we use for undocumented incomplete turnover issue that was reported within the reservation for a first time guest? 

CLEANLINESS:: GUEST:: UNDOCUMENTED EXCEPTION

Immediate Health Risk

2

If G left the listing with valid documentation and issue reported within 24 hours of check in how should you proceed. 

CBH reso with rebooking assistance

5

How much is your allowed G compensation while we reach out to the host to resolve the issue? 

Up to $25/person for meals. 

10

What could be Airbnb's potential loss for cases reported under immediate health risk? 

loss to refund guest for remainder of NNS (including service fees + cleaning fees) + 50% per affected night spent after cancellation policy. 

15

What is our host action for cases reported under immediate health risk with valid documentation and report was done within 24 hours of check in? 

Deactivate listing and cancel future bookings

20

What is your course of action for NNS for immediate health risk report after 24 hours of check in? 

100% refund from H's payout

Vermin and Smoke

2

What are our additional considerations when addressing vermin cases? 

1. G may have contributed to the vermin issue 

2. Geography

3. Severity of the issue ( 1 cockroach vs. a swarm of roaches)

4. Listing's unique setting 

5

What are the 3 severity levels of vermin? 

Low health risk + low impact

Low health risk + high impact

High health risk

10

Which tool should we check when investigating for Smoke cases? 

Snapshot 

15

What is required before taking a loss for smoke concerns and what should we do after taking a loss? 

- Proper documentation 

-Add a flag to the guest and host account to record the loss.

20

What are the conditions when guests can be rebooked with an increased rebooking limit of up to 30% of their original reservation cost? 

Severity level is medium to high, G is able to submit valid documentation and issue was reported to Airbnb within 24 hours of check in.