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Mediation
Cleanliness
Bedbugs
Random
100

What are the 3 parts of the attitude triangle? 

Thoughts, Feelings, Behaviors. 

100

What are the 3 severity levels? 

Low, Medium, High. 

100

What are the 3 B's? 

- Bugs, Blood, Bites. 

100

What is the the only topic Airbnb allows edits to reviews? (After they are posted)

Gender pronoun changes. 

200

What are the 3 parts of Maslow's Heirarchy of Human Needs? 

Safety, Recognition, Order. 

200

Give an example of a Low Severity issue? 

  1. Any of the following cleanliness issues are reported by the guest at the time of check-in:
    • Natural amounts of dust
    • Trash in receptacle
    • Old food left in fridge
    • Old or dirty upholstery (that is not classified as a sleeping space)
    • Stained carpets
    • Dishes were not thoroughly cleaned
    • Natural amounts of pet hair if pets live in or are allowed in the listing, if the presence of pets is known in the listing details
    • Listing dirty in spaces not immediately visible (under the couch, behind the fridge, etc)
    • Smell that is not strong
    • Dirty, dusty, unclean appliance (e.x oven, dishwasher etc)
  2. The cleanliness issue is able to be quickly resolved by the host, or easily resolved by the guest themselves. 
200

What are the best practices for getting rid of bed bugs for the guest? What do we tell them to do? 

  1. Instruct the guest to dispose of any of their belongings which are likely to be contaminated and cannot go in a tumble dryer

  2. Other contaminated items should be brought to a laundromat and tumble dried on the highest possible heat setting for 30 minutes to kill the bed bugs

200

What are 3 signs of a personality conflict?

- List of wrongs

- Snowball effect

- personal attacks. 

300

What are the 3 steps of mediation? 

Surfacing Interests, Generating Options, Communicating the Outcome. 

300

The guest reports seeing more than one low risk vermin in an interior space of the listing. What level of severity is this (for vermin)? 

Medium

300

Reservations within ___ days need to be canceled on the guest account if they have bed bugs. 

3. 

300

What needs to be included for a "qualifying" strike for Irate & Abusive Callers? (4 things)

Include the following details:

  • Details of the CS issue
  • Exact phrase(s) and/or behavior(s) that qualified strike
    • Stay descriptive, it is more useful if your notes are about what you did instead of how you felt
    • "Rudeness" or "Rude" are not qualifying descriptors for irate/abusive behavior
  • Total number of strike flags the user now has
  • Date previous strike flag was applied
400

How do we surface interests? 

- Asking "why" questions. 

- Why are you traveling?

- What interested you in this listing? 


400

The host is responsive to the guest’s contact, but is unwilling to assist in finding a resolution of the issue in the listing. What type of factor is this? 

Aggravating. 

400

What are we allowed to reimburse the host for when it comes to bedbugs? 

Initial inspection. 

400

What action would you take on this review? 

"I hated this Airbnb. The host was a doctor, and she works at Westside hospital. She didn't respond to my messages, and on top of that, forgot to send me check in instructions! For a doctor, you sure are stupid!"

Personal information. Hide the Review. 

500

What is the difference between a resolution and settlement? 

- Resolution: all parties agree. -Settlement: they can't agree, so you step in and issue an outcome based on policies and info in place. 

500

What is the Note Admin Flag to add when a host has a documented high health risk with documentation? 

Documented vermin violation:: (_ticket number_)

500

If bedbugs can't be confirmed, what are 3 critters it might be instead? 

Scabies, flies, mosquitoes, fleas. 

500

What word do we want to avoid saying about a guest who misses checkout? 

"Squatter"