R2
A guest from Germany (EU Country) has confirmed that they overstayed for 24 hours last check- out time at the listing. With the guest confirming their overstay, and the amount of time overstayed, what is the maximum amount the SA can charge for this, on behalf of the Host?
We are unable to charge Guests for overstaying the reservation.
Emman arrived at the listing he booked in Santorini, and found that the Host cleaner missed to take out the trash left by the previous guest in the receptacle.
Under which violation does this case fall?
Cleanliness- Incomplete Turnover- Trash left behind trash barrels
Identify the sub-category of accuracy violation: "Listing is set as “Pets Allowed” at time of booking, but the Host refuses to allow dogs at check-in."
Misclassified Listing
An act aimed to hurt or shame a target individual in a single instance can be called a severe act of bullying.
Yes or NO.
Can the following behavior be considered as a severe act based on the workflow?
“ A person name-called a target individual during two or more separate instances.”
NO
It is a hosting violation if the Host failed to provide access to the listing at check-in time as promised by more than ____________ hour/s of the agreed- upon check- in time and check- in could not proceed.
1
JM contacted us, complaining about feeling nauseous after smelling a strong sewage odour in the master bedroom. He was able to provide a photo of a leaking sewage pipe which is located along the perimeter of the master bedroom.
Under which violation does this case fall?
Cleanliness- Incomplete Turnover- Smell is noticeable
“The Guest report seeing a raccoon in the listing living room”, is an example of which violation sub- category under Cleanliness concern?
PESTS
Emman arrived at the listing he booked in Santorini, and found that the Host cleaner missed to take out the trash left by the previous guest in the receptacle.
Under which violation does this case fall?
Cleanliness- Incomplete Turnover- Trash left behind trash barrels
A Host with a five- story house has several listings that are private rooms. One of the private rooms had a confirmed bed bugs case, while the other listings with active reservation reported no issue.
True or False. Is this next action applicable?
“Reservations for other listings will be processed as CBH if requested by the guest.”
FALSE
Trisha who is currently staying in a private room hosted by Mark, contacts Airbnb to report that his Host has been sending multiple messages being harassed to give her Facebook details. The next day, she witnessed unwanted sexual advances towards her.
As an R2 SA, what action will you take?
Transfer to Safety
Guest Michael booked Host Debbie's entire apartment in Singapore for a family trip. He called SA, furious, to exclaim that the stove was out of gas and he wanted us to rebook him at a new listing.
For the following scenario, under the Mediation Process, can we use the statement below on your first contact with the user?
“I will refund you $300 for the inconvenience caused. You can use the refund for food delivery service.”
NO
As a Resolutions 2 SA, what should you do if a guest makes a second claim with insufficient docs for a bed bug issue and wishes to leave?
Explain to the guest that we're unable to provide a refund outside of Host cancellation policy as they have a previous undocumented claim.
Puring calls in to inform us that her Host Wens has been sending repeated messages on Airbnb message threads, even after she has checked out.
Wens: Hello.
Wens: Hello. It’s me Wens, remember?
Wens: Hello. Please reply. I’m kinda bored HAHA!
Puring: Please stop messaging me!
Wens: Can I have your Facebook account? Let’s be friends!
Which violation category falls to that response?
Harassment
A guest was given a second reminder for being abusive or manipulative in a sustained or consistent manner during the call, and informs Resolution 2 SA “ I am going to show up at your office, and kill that employee that hung up on me” which leads to a violent threat.
Which violation category under Violent Threats falls to that response?
Substantive
Upon arrival in the area, the Guest reports that the listing is over a kilometer from the sea, since it was advertised less than 200 meters from the sea before booking. Note that it means that the listing is over 800 meters further than advertised. The agreed- upon check- in time is not for another half an hour.
Under which violation does this case fall?
Accuracy- Misclassified Listing- Inaccurate Location
Guest Mika booked a private room in Amsterdam. Host AL lives in the same apartment. On the third night, Mika finds AL using cannabis in the living room. She feels uncomfortable and does not want to continue her stay.
(Investigation:Reveals that cannabis is legal in Amsterdam. Mika still has 3 more nights remaining for this reservation. AL hasn't mentioned anything about the cannabis in the listing description. There's no admin flag on AL's profile)
What would be your next step?
Transfer to Safety
Superhost Kristine calls to inform that her current guest RM has broken 2 house rules and she now wants to request additional payment. She says that RM vaped in the apartment and in fact,she had updated her listing description to add "No smoking/vaping is allowed in the premises" a week ago. She also says that RM invited a friend to stay overnight without her approval. Hence, she wants the additional payment for the extra guest fee of $50 per guest per night and extra cleaning fee of $200 to get rid of the cigarette smell.
Upon investigation, you find that the reservation was made 4 weeks ago. The reservation is for 5 nights and RM has already stayed in the listing for 3 nights with her extra guests.
YES or NO:
You should not talk to RM about the extra guest fee and additional cleaning amount that Kristine is asking for and instead, take a define loss of $350 to pay Kristine for the extra guest fee and cleaning fee.
YES
What are the warning signs that may indicate the guest's overstay is of malicious nature?
Monthly reservation
Guest is from nearby area
First time guest, little to no verification
Previous payment issues
Guest mentions personal issues
Doc’s trip is set to begin in four days, he tried reaching out to the Host but they haven't responded. Worried about the trip, Doc contacts Airbnb and explains the scenario. There is no insurance on the reservation.
As a Resolutions 2 SA, which of the following actions is INVALID for this following case?
a. If it is an appropriate time, call the Host.
b. Freeze the Host payout.
c. If the Host doesn’t answer your call, message or email them with a 72 hour deadline.
d. If the Host doesn’t answer your call, message or email them with a 12 hour deadline.
C. If the Host doesn’t answer your call, message or email them with a 72 hour deadline.
Guest Abby was supposed to check- in at 2 pm. It’s 10 am and she arrived early at the listing. Host Keven contacts you and is frustrated about the situation. What would be your next steps in action?
a. Inform the guest of the earliest possible check- in time
b. If the guest does not agree to the check-in time, explain that you then need to process with guest cancellation, should they wish to cancel
c. All of the above
d. Confirm with the Host when they can check the guest in
C. All of the above