R1 or R2
“We’re trying to check into our listing but the lockbox is stuck shut and won’t open.”
Resolutions 2
Nova Knowledge: “Can’t access home for check-in”
“Hi, I noticed a reservation on my account for a trip to Los Angeles -- I didn’t book that and I don’t know how it got there. Can you remove it please?”
Trust
Nova Knowledge: “Account takeover (ATO)”
“I need to report an injury. My partner slipped on the front steps in the rain and fractured their ankle.”
Claims
Nova Knowledge: “Host Protection Insurance claims”
“Why did you charge me twice for my trip to Chengdu?”
Payments
Nova Knowledge: “Multiple charges”
“The person leading this yoga lesson I booked was supposed to be here a half hour ago. What gives?”
Experiences
Nova Knowledge: “Escalations to Experiences”
“My guest was supposed to leave at 11am. It’s 5pm now. The guesthouse lights are on and her car is still in the driveway. She’s not answering my messages. Uhhhh…?”
Resolutions 2
• Nova Knowledge: “Missed guest checkout”
“We noticed a smell of natural gas in the listing this morning so we’re having breakfast on the patio.”
Safety
Nova Knowledge: “Gas leak”
“My daughter was bucked off during our horseback riding experience! We had to take her to the hospital and the doctor says she’s got a concussion!”
Claims
• Nova Knowledge: “Host Protection Insurance claims”
“This place was listed at $100 a night. I booked it for 4 nights, but my total price came to $516. Shouldn’t it be $400?”
No escalation
• Nova Knowledge: “Billing price breakdown”
“I am not happy with how my professional photography turned out. I want a refund!”
Photography
Nova Knowledge: “Professional listing photography complaints”
“This place was listed at $100 a night. I booked it for 4 nights, but my total price came to $516. Shouldn’t it be $400?”
No Escalation
Nova Knowledge: “Billing price breakdown”
“I found a security camera behind a plant in the bedroom. This was definitely not mentioned in the listing description.”
Safety
• Nova Knowledge: “Surveillance devices”
“I’m 99% sure my last guest lost my key fob but he swears he didn’t. He already denied my Resolution Center request for the replacement cost. Am I just out of luck?”
Claims
Nova Knowledge: “Damaged/Stolen Guest Property”
“My payouts are currently subject to tax garnishments and I wanted to discuss my options with someone.”
Regulatory Response
Nova Knowledge: “Tax levy or garnishments in payout”
“I’m a photographer and I have a question about my most recent payout.”
Photography
• Nova Knowledge: “Professional Listing Photography Request”
“I lifted the mattress and found bed bugs. I am NOT staying here.”
Resolutions 2
Nova Knowledge: “Bed bugs”
. “I’m getting this message that says I need to verify my account. I already uploaded my ID, is there a way you can expedite the process? I’m running out of time to book my trip.”
No escalation
Nova Knowledge: “Reservation in checkpoint verification”
“I canceled my reservation yesterday, but it looks like you guys never refunded my card. Can I have my money back?”
No Escalations
Nova Knowledge: “Missing refunds
“I would like to download a portable copy of my data.”
Regulatory Response
• Nova Knowledge: “Data portability request”
“The host of this experience totally failed to mention that we needed a car to drive from the equipment rental place to the beach for our surf lesson. Can we get reimbursed for our Lyft?
Experiences
Nova Knowledge: “Escalations to Experiences”
just got an Instant Book reservation from a guy named Timmy, and I know you verify IDs, but his profile picture looks...young. He looks maybe 14. I don’t feel comfortable hosting a minor. What should I do?”
Trust
Nova Knowledge: “Underage users”
“I opted my listing into the free stays for disaster victims thing, and I got a request, but...I don’t know. This sounds terrible but some of the things he’s asking in the message thread make me think that he’s not a victim of the disaster, but someone trying to get a free stay.”
Open Homes
Nova Knowledge: “Open Homes host questions eligibility of guest
“I cannot stand my current guest. I want him out of my house!”
Resolutions 2
Nova Knowledge: “Personality conflicts”
“There’s a charge from Airbnb on my credit card statement, but I didn’t book anything. I need someone to look into this and reverse the charge.”
Trust
Nova Knowledge: “Unauthorized use of a payment method”
“Hey, I need to end my reservation early. My favorite band is playing a surprise show tomorrow, but I’ve gotta start driving back home now to get there in time to catch them. How do I change my check-out to today?”
Resolutions 1
Nova Knowledge: “Guest-initiated alteration