Host is late

Poor

100

What is Poor communication?

Host failed to respond to a guest’s material questions related to an "Accepted" reservation via Airbnb message thread or by any other means.

200

Material questions for poor communication?

• Guest seeks clarification that the pack-n-play will be available as advertised
• Guest seeks clarification of check-in instructions
• Guest enquires or requests to adjusting the number of guests on the reservation 
• Guest seeks help with washing machine that doesn’t appear to be working

300

What deadline would you set with a host if the reservation is checking-in in 4 days

12 hours

400

What deadline would you set if Check-in is today 

1 hour

Random

100

Is a Zombie host an internal term

Yes

200

What is a zombie host

• Recent history show lack of responses to guests' messages
• Instant Book listing's reservation history show consecutive cancellations (CBH) due to no response from them
• Presence of Nova cases with Host not responding user issue and related violation flags on their Nova Case profile
• Listing that never successfully completed a reservation (reservations were canceled as a CBH or CBA) or a snoozed or blocked listing that automatically re-opened (which the Host didn't notice)

300

Non material related poor communication questions

• Guest seeks restaurant recommendations in advance of trip
• Guest wants to know how far away the listing is from the local train station
• Guest needs to cancel
• Reservation was canceled incorrectly
• Guest needs to cancel due to double booking
• Guest needs to cancel due to the death of an additional guest or immediate family member
• Guest wants to cancel a future or active reservation due to ongoing issues with payment
• Guest contacts us about cancellation and says Host agreed to refund
• Guest needs to cancel and deactivate their account

400

if check in is 7 days away (deadline)

up to 3 days

host missed

100

What is the timeframe we give the host to respond

1 hour

200

If the guest was using a paper map to find listing is this the host fault

No 

300

What should be done if the host is suspended

1. Process CBH
2. Create a Host ticket and inform the Host about the canceled reservation and that this will be treated as a Host cancellation and Ground rules for Hosts violation, so cancellation fees and other consequences apply
3. Solve the case
4. On the guest case:
   1. If a reservation insurance is attached to the reservation, follow additional steps for the guest cases as per the Reservation insurance EU workflow > Resolutions 1 and 2 tab > "Guest reports violation of ground rules for Hosts" section
   2. Rebook them per the Reservation rebooking article

400

What is the timeframe to contact host 

8:00AM–8:00 PM (as per Host's timezone)