Mediation
What are the 3 steps to mediation?
1. Surfacing interests.
2. Generating options.
3. Communicating the outcome.
What is an appropriate deadline for a reservation that is a month away?
48 to 72 hours.
What is your loss limit?
$200 per reservation.
What are the two workflows you use when identifying EC?
- Extenuating Circumstances Reservation Cancellation.
- EC.
What is a position?
What a user says they want.
What do we need to do in order to accept photo or video documentation?
Confirm it matches the listing photos.
What do you need to fill out for any amount of loss?
Tampa Two Eye Form.
When should you offer a penalty free cancellation to a host? (Not due to EC, legal landlord issues, or feeling uncomfortable).
With extreme pushback.
What WF do we use for dust on the counter?
Low Severity.
What is an interest?
Why the user wants what they want.
What Workflow states that if the CM is not in the office, and you can solve the issue, take the ticket?
Community First.
What needs to be in your loss flag?
Loss amount in USD, ticket number, reservation code.
If a guest has a valid extenuating circumstance, what cancellation type do we use?
CBA.
What Workflow do we use for determining what amount to refund a guest due to HSV?
Refund Guidelines and Losses.
What is anchoring?
When a user is stuck in their position.
What is the first qualification for a handoff to be valid?
Must be active, urgent, and beginning in 24 hours.
What macro does your lead use when approving your four eye?
Four Eye Consult: Approve
What are the host cancellation penalties?
- Ineligibility of Superhost status.
- Blocked calendar dates.
- Automated review.
- Possible monetary penalty.
What are the requirements for a guest to meet the Guest Refund Policy?
- Contact us within 24 hours and be responsive.
- Reach out to your host.
- Have not directly or indirectly caused the issue.
- Provide documentation.
What is a resolution?
What is a settlement?
Resolution - when all parties are able to agree.
Settlement - when two parties cannot agree, and the mediator steps in to issue a decision.
If a user has an open ticket about a cleanliness issue for reservation ABC, but then calls in about an amenity issue with reservation ABC, what should you do?
- The CM is not in the office.
Take over the ticket and continue assisting the user.
What do you need before reimbursing a user?
A receipt.
What should you offer before refunding guest service fees?
Coupon.
Name one valid travel issue for a guest to be eligible for the guest refund policy.