Final Decisions
Should a CE agent make a Final Decision?
Community Education Support Ambassadors should not make a final decision on any case, for any reason.
What type of information should NOT be inside the Admin Notes?
Agent's full name as per Data privacy incident report guidelines
Name 2 basic requirements for Hosts
Be responsive, Avoid cancelling on guests, etc.
Name 2 aggravating factors
6+ groups, G with kids, Special events, Limited number of listings, possible media exposure.
Who can edit a review?
A Guest or Host, but never a CS
What is the main contact way to inform a FD?
OBC as a first attempt, then OBM or OBE
When should we leave AN?
At all times
Name the outcomes after a hard suspension
Expulsion or being able to reactivate
Name the outcomes for last-minute rebookings
G rebooks on another L, G stays in a hotel for a night and then continues on an Airbnb, G will stay in a Hotel
Name the 4 levels of Relevancy
Most, High, Medium and Low Relevance
When we take a FD, should we add the WF in the Admin Notes?
Yes, record supporting workflow and decision in ticket admin notes
What are the 2 types of AN? Can you provide an example of each?
Manual and system generated.
Can a H reactivate their acc on their own after a hard suspension?
Hosts can reactivate without contacting us at tafter the 30 days period and will then be redirected to reactivation flow
At what time should we consider Hotel Rebooking?
It’s after 6 PM local listing time on the day of check-in
What steps should we follow if the author asks to have their review removed?
Hide review, inform both parties, solve the tickets.
What macro is applied if you already reviewed the documentation and assessed the case?
Reservation - Final decision - Pending decision
Name 3 requirements to leave AN
Brief description, promises, actions taken, loss taken or coupon given, etc.
According to the WF what are the H statuses
Good, Warning, Pause, Soft suspension, Hard suspension
What L accommodations should we consider to offer options to the G to rebook?
Location, listing type, size, amenities, etc.
G wrote: "The neighbors had a loud discussion every night, and we could hardly sleep" Under what type of irrelevant content would this fall into?
Commentary about an issue outside of subject’s power of influence
Can we handle a ticket with a FD applied by RR?
The ticket should be escalated back to the team that made the decision.
If an user calls from a number not listed in the account, what should we do?
Always ask for preferred number or contact method to get in touch with the user.
Name 1 tip to the H about the support the can provide to the G during their stay
Download the Airbnb app, have a local POC if you leave far from the listing, etc.
Can we refund the guest to a new payment method if the reso was cancelled?
All guests will be refunded directly to their payment method
Time frame for a user to write their review and time frame to edit it.
14 days after the reso finished, and 48 hours to edit the review