Spin the Wheel (R2 Edition)

Hello Chocolate

1

Under Material defects CR initial actions, how many hour/hours would you provide to your Host as a deadline if they are unresponsive?

1. 1 hour

2

Give me one type of bullying. 

Pervasive or Severe

3

For alterations or cancellation due to weather, if weather creates a safety concern, either before or during the Experience, the Host may cancel the Experience using _____ on the web

 a. Nova reservation page

b. Self-service tools

c. Airbnb account > Trips page

b. Self-service tools

4

Which of the following warning signs does indicate the guest's overstay is of malicious in nature? 

a. Guest is an international tourist 

b. Guest mentions personal issues

c. Short term reservation

b. Guest mentions personal issues

5

As a Resolutions 2 Support Ambassador, what action you need to do with this this particular case? "John's trip is set to begin in fur days; he tried reaching out to the Host however the latter hasn't responded. Worried about the trip, John contacts Airbnb and explains the scenario.

Reach out to the Host via call, message or email and give 72 hour deadline to respond to the guest.

Take It

1

1. What is the name of the new tool that will replace NOVA?

Atrium 

2

When is the launch of Atrium in Manila? 

August 14, 2023

3

Privately booked Experiences can be rescheduled as long as they are within the reschedule policy window. TRUE or FALSE?

TRUE 

4

A guest who has missed check-out by 36+ hours is considered an _______________. 

Overstaying Guest

5

he guest reports seeing a raccoon in the listing kitchen" is an example of which violation category under vermin concern?  

High severity Level 2

Chips

1

A guest decided not to stay in the listing due to a severe cleanliness issue when she checked in and provided documents. What type of cancellation will you do?

CBH with suspension

2

If the weapon was disclosed prior to booking in the message thread and the guest would like to cancel, what type of cancellation should you process?

CBG

3

A guest is considered unresponsive to an active issue at the place to stay during a reservation if they haven’t responded within ___ of being contacted by a Host or Airbnb support between the hours of 8 AM to 8 PM local time

4 hours

4

Below are the reasons when to escalate to R2? Except one. 

a. If a user requests to edit a review post it's published b. If a user wants a published review to be removed or edited 

c. If a user is asking about the fake review warning email received from Airbnb

d. If a user reports review extortion from the other party (even if the review has not been posted)

c. If a user is asking about the fake review warning email received from Airbnb

5

Provide one example for Occupancy misclassification.

• The listing advertises 2 bedrooms, but there is only one available when the guests arrive

Cloud 9

1

Give me the 4 pillars of Service Promise

1. Host our community

2. Take good care 

3. Make service magical

4. Help everyone belong

2

What type of cancellation is appropriate under an Issue disclosed in the listing description?

CBG or Cancelled by Guest

3

What is the name of our Airbnb logo?

Belo

4

What is the difference between Severity Level 1 and 2 when it comes to cleanliness? 

Level 1: Cleanliness issues which have a severe impact on the quality of a guest’s stay and the state of the place reasonably suggest a lack of cleaning prior to the reservation and pose health risks to the guest.

Level 2 : Cleanliness issues which have a substantial impact on the quality of a guest’s stay and the state of the place reasonably suggests a lack of cleaning prior to the reservation

5

Provide atleast TWO examples for Moderate cleanliness issues. 

• Dirty dishes
• Trash in receptacle (ex: trash bag wasn’t taken out)
• Dirty appliance (ex: oven, dishwasher)
• Bathroom counters, toilets, or tubs/showers that have not been wiped down (ex: hair, makeup residue)
• Personal belongings or used items strewn about the listing
• Pervasive odor throughout the place or in a sleeping area

Loaded, Pillows

1

This helps our ambassadors in following procedures and policies enhancing the users experience and speed up providing the resolution, what is this? 

Nova guide

2

For Experiences guest-initiated alteration, in our Outside policy window, which of the following changes can be my by guest without the Host's approval. Choose ONE.

a. Date and/or time (depending on Host availability

b. Add additonal guests (depending on the Host's cutoff time and availability)

c. Remove additional guests (refund issued subject to the cancellation policy)

C - removing additional guests is within policy window - 24 hrs AFTER booking or up to 7rhs before the Experience is scheduled to start)

3

Can Support Ambassadors take a loss for additional payment? YES or NO

NO - We encourage Hosts to use the Resolution Center to resolve or ask for additional fees

4

As an Resolutions 2 Support Ambassador, what should you do if a guest makes undocumented claim for bed bug issue.

As an Resolutions 2 Support Ambassador, what should you do if a guest makes undocumented claim for bed bug issue.

5

Which of the following warning signs does NOT indicate the guest's overstay is of malicious nature? 

a. Guest mentions personal issue

 b. First time guest, little to no verification 

c. Guest is from a nearby area 

d. Short-term reservation

d. Short-term reservation