Introduction
Differentiate between Services and Experiences
A service is something that elevates your travel experience. Whereas, an experience is an activity that connects you to the city. It is an insider, local, authentic, one-of-a-kind.
Whats the Accessibility Feature for Services?
Communication Features (sign language)
Explain the cancellation policies we have for Services and Experiences
24-hour cancellation policy - guest can cancel for a full refund until 24 hours before the service or experience start time
72-hour cancellation policy - guest can cancel for a full refund until 72 hours before the service or experience start time
As admin, will you be able to alter any service/experience ?
As an ambassador, you will NOT be able to alter any service and experience reservations.
Whats your loss limit
Ambassadors can take up to $200 as a discretionary loss, as long as it is less than the total gross booking value of the original booking
Name all categories for Services and any three for Experiences
Services: Chef, Prepared Meals, Catering, Photographer, Training, Massage, Spa, Hair, Makeup & Nails
Experience: History,Food,Nature,Art,Fitness
Name 2 things that can't be edited for an Experience
Language, Main category/activity, the country, new outdoor that will require Airbnb to assess risks
If a H asks the g to cancel due to the location and the G agrees what type of cancellation should we process?
CBA
What alterations can a G make?
The Date and Time from their Airbnb profile
Whats the refund amount this G would be eligible for as per the KC?
"A host cancels a reservation or does not arrive at the reservation at all"
Guest receives a full refund, deducted from the host payout
Which service category will always be allowed?
Prepared Meals
What is the name of the Team incharged of the internal vetting process for the Experience and Services?
Scaled Ops Team
Whats the acceptable documentation for unexpected venue issue?
Photos, video or signage showing venue or weather conditions showing it is closed
What option is there if a G wants to add an extra appetiser to a catering meal for example?
They can unofficially request service add-ons or even take-aways in the message thread. This alteration cannot be physically performed in the system. It will be sent in the form of a money request.
"The host commits a Low-Severity Host Ground Rules violation"
Reporting Guest receives a 10% or $10 USD refund of the service or experience((excludes taxes and service fees)
Explain any three features for when a Host is creating an experience or service
Host highlight, qualifications, accessibility , photos, itinerary etc
This is a third party company in charge of validating documents such as license.
Evident
What are the different reasons a H can qualify for consequence free due to feeling comfortable with G
Guest has several unfavorable reviews
Guest doesn’t follow host’s instructions (e.g. refuses to wear required helmet)
Host is concerned about the lack of guest information
When a guest makes a change request, the host has _____ hours to confirm or decline?
"The host commits a high-severity ground rule for host violation that does not prevent the activity from taking place"
Reporting guest receives a 30% or $10 USD refund of the service or experience (excludes taxes and service fees), whichever is greater, deducted from the host payout
What is the currency for an experience based on?
It's based on the Market and cannot be changed by Host
Where can the service take place and how many documented professional experience a service Host has to have?
Can take place at an Airbnb home, a place of business, or out in the world.
Service hosts will have at least two years of documented professional experience in their field.
Explain the process when an in Home service/experience needs to take place due to a Home reservation being cancelled
The diagram shared
Can a Guest request a post booking price change?
Give 3 instances when you would consider a discretional loss
1. Special events such as weddings, family reunions, funerals, or similar
2. The situation may cause bad publicity for Airbnb
3. User has experienced poor support or inconsistent/frustrating messages from CS
etc