Common Queries
What's the difference between a coupon and a credit?
As a Support Ambassador, where can you find the reservation details in Nova?
Atrium Reservation page
In Nova, where can Support Ambassadors check the price breakdown?
The Support Ambassadors can view the price breakdown on the Atrium Reservation page.
Name any three payment methods that Airbnb accepts?
Debit or credit card, Apple Pay, Google Pay, or PayPal
Name any four payout methods used by Airbnb?
Bank transfer, international transfer, PayPal, Western union, or Payoneer debit card
What are the five most common topics on which the Support Ambassadors receive reservation queries?
Users can have queries from the topics including request status, price breakdown, alteration or cancellation, payments & payouts, refund, policies, local taxes, currency, extra charges, additional Host contract, service fee, or Resolution Center.
What is authorization?
Authorization refers to the temporary hold of an amount either to verify the validity of the card ($0 authorization) or to reserve it for an upcoming charge (full authorization).
Describe three situations where payouts need splitting?
Payout splitting is required in the following situations:
If the Host wants to split the earnings between different accounts
If the listing belongs to somebody else and the Host is managing the listing on their account
To pay a Co-Host
To avoid over-taxation if their country has a limit on monthly income to an account
Name steps to add a payment method
What information can you find on the Calendar page?
It provides a high-level view of the nightly prices, promotions, available, blocked, and popular dates, and notes for the listings managed by the Host. Thus, when a reservation is booked, the Host can review this calendar for the required details.
What are the two types of service fee structures? What is the difference between both?
The two types of service fee structure are Split fee and Host-only fee. In the Split fee structure, the service fee is split between the Host and the guest, and in the Host-only fee structure, the service fee is entirely paid by the Host.
What is Klarna?
Klarna is a payment option that allows Airbnb guests from eligible countries to pay for their bookings in installments.
Name any five factors that can impact payouts?
Calendar pricing, routing rules or minimum payout amounts, adjustments, Value Added Tax (VAT), length-of-stay discounts, long-term reservations, currency exchange, and additional charges.
When do Airbnb releases the payout?
Airbnb releases the payout 24 hours after the guest checks in
Which type of extra charge can the Hosts add to their listing to make it easier for guests to bring their pets along with them? What is the purpose of having these extra charges?
Hosts can add a pet fee to their pricing. This fee is designed to cover the cost of the cleaning required to do after hosting pets. Typically, the pet fee is included as part of the nightly rate (spread out equally throughout the stay) and in the total price at checkout.
What is the purpose of a payment plan?
It allows the guests to book at their convenience and pay the reservation at later stage, sometimes with installments.
What is an admin freeze?
It is the occasion when a Support Ambassador freezes an account if the guest reports an issue with the reservation within 24 hours from check-in before the payout is released to the Host.
Which methods Hosts can choose to receive payouts from Airbnb?
Bank account, fast pay, international transfer, payoneer, paypal, wester union
Describe any two discount or promotional options that the Hosts can use to drive guests to their listing?
What are the two types of credits that Airbnb offers to its guests?
Booking credit and travel credit
When should you transfer a case about missing payout to the payment team?
Only when you have gone through all the troubleshooting steps of the workflow and processing times have passed.