Oreo
Guest requested to cancel her reservation due to an emergency at home. Guest is in a hurry and has no time to cancel, Host agreed to cancel the reservation in behalf of Guest. What should we educate the Host?
a. Educate the Host that refund is subject to cancellation policy
b. Educate the Host not to cancel on behalf of guest
c. Educate the Host how to cancel and thank for being a great host
B. Educate the Host not to cancel on behalf of guest
What will you do if the first Support Ambassador made a mistake in issuing a Final Decision?
Overturning the Final Decision if proven wrong. Ask assistance with a TL, or TC.
This helps our ambassadors in following procedures and policies enhancing the users experience and speed up providing the resolution, what is this?
An Ambassador can use the "Casework" aux code to follow up on an open or pending ticket. True /False?
True
What will you do if the Guest/Host contacted us back after issuing Final Decision with the same issue?
+If the Final Decision is correct, follow enforcing a Final Decision process then disengage with Guest/Host for that particular topic.
Host is cancelling reservation due to issues with their national origin, which of the following is NOT part of the process?
A. Escalate a separate ticket to Law Enforcement
B. Refer to the non discrimination policy violations article
C. Cancel the reservation as cancel by admin
A. Escalate a separate ticket to Law Enforcement
Once we create a ticket under the user’s account, how many minutes do we need to update the ticket?
Within 60 minutes
. _______ is one of the features of Nova Genesys where we can reach out to our peers or colleagues to communicate with them via chat.
Airwave
If a review mentions an Emotional Support Animal (ESA), Service animal, Assistance Animal, or a term that discloses that the guest uses an ESA, Service animal, Assistance Animal, or a dog for medical condition, should the review be removed? Yes or No
Yes
Apply macro: Regulatory Response:: Assistance Animals:: Reviews:: Reporter:: Violation
If a certain review is Discriminating in nature where do we Escalate the ticket?
Escalate to Regulatory Response Team
If a review mentions an Emotional Support Animal (ESA), Service animal, Assistance Animal, or a term that discloses that the guest uses an ESA, Service animal, Assistance Animal, or a dog for medical condition, should the review be removed?
Answer: Yes Apply macro: Regulatory Response:: Assistance Animals:: Reviews:: Reporter:: Violation
In the middle of your interaction with the H over the phone, the H handed over the phone to his wife. Do we need to provide the OBC spiel? Yes or No?
Yes
Who is the CEO of Airbnb?
Brian Chesky
What will you do if the 1st SA made a mistake in issuing a Final Decision?
Overturning the FD if proven wrong. Ask assistance with a TL, or TC.
If a user wants a published review to be removed or edited where do we Escalate the ticket?
Escalate to Resolutions 2
Name of the article that allows user to know if they're ready to become a Host?
How to become a Host on Airbnb
In our Nova Toolm Real Time Agent Assist continues its efforts to improve the Ambassador experience. The ________ helps the ambassador to efficiently understand the brief summary of the previous MT and allows them to get the essential context regarding the ticket.
Ticket Summarization
GCI reported that they need to cancel their reservation since the Host is not yet in the property and they have been waiting for 2 hours in front of the listing. As CXL ambassador can we cancel the reservation? Why?
The Ambassador should escalate the call to the R2 under Check in troubles WF.
What is the minimum number of photos needed when creating a listing?
Five
A Host contacted us to alter a reservation, choose ONE statement that is NOT TRUE.
a. If the guest accepts the change request, they will be charged or refunded if necessary
b. If the request is declined or the Host doesn't receive a response, the reservation will stay the same
c. The guest must successfully submit payment with 24 hours, or the reservation will stay the same
c. The guest must successfully submit payment with 24 hours, or the reservation will stay the same
What is the name of the new tool that will replace NOVA?
Atrium
The Guest called Airbnb to cancel a reservation citing cleanliness issues. However, they decided to postpone their decision and reach out again later. The Ambassador sent a follow-up message with additional information. Approximately two hours later, the Guest messaged the Ambassador and requested a phone call. Which Not Ready Reason code should the Ambassador use while making the requested phone call or reviewing the message?
Nova_Phone - Casework
Name of the article that allows user to know if they're ready to become a Host?
How to become a Host on Airbnb