Best Practices 2022

Host’s claim is denied due to missed submission deadline, and mentioned “I contacted Airbnb and the person said I’ve already reported the damage and I just need to wait for your assistance! And you deny the claim now, I want to talk to you.”

• Inform Host that time zone difference, and we’re only able to communicate via email

• Set up outbound call with Host, and provide the available calling time

• Ignore the call request and solved the case

• None of the above

Support Ambassador mediated the case and processed payout to Host, applied Enforcement policy action to note Guest’s account after payment collection is failed. And Guest replied in email and mentioned “I did not damage the house, and I do not like you to note my account, please call me!”

• Apply macro “Removal pushback” to Guest

• Guest has already been informed about decision, hence Support Ambassador just solve the ticket without responding to Guest

• Set up outbound call with Guest, and provide the available calling time

• None of the above

In MT, Host informed Guest regarding the damage bed and request $500 for reimbursement. Guest denied  the responsibility and mentioned: “ My husband just sat on it and it broken. I think should be your bed quality issue! Is not ours fault!”. 

• Allegation Alone + Property Damage + No aggravating/Mitigating Factors

• Allegation Alone + Property Damage + Mitigating Factors

• Proof of G Fault + Property Damage + Mitigating Factors

• Proof of G Fault + Property Damage + No aggravating/Mitigating Factors

Host claimed missing towels. Guest did not admit responsibility in Resolution Center/Message Thread/Review/Relevant ticket and did not respond to Support Ambassador email during mediation.What is the correct Enforcement Policy Mapping based on the scenario above?

• Property Loss + No Aggravating/Mitigating Factors + Allegation Alone

• Property Loss + Documented Proof of Accused Responsibility

• Property Loss + Allegation Alone

• Property Theft + No Aggravating Factors + Allegation Alone

• Property Theft + Aggravating Factors + Allegation Alone

H reported her 15 pairs of Nike shoes were missing after G checked out on the same day. Upon checking, Support Ambassador noticed the Reservation Page only show G alone stayed in H listing. G also did not response to H message in MT and remain unresponsive to Support Ambassador email when Support Ambassador first contact with G. G also remain unresponsive to the three payment collections.

What is the correct Enforcement Policy Mapping based on the scenario above?

• Allegation Alone + Property Theft + No Aggravating factors

• Allegation Alone + Property Theft + Aggravating factors

• Additional facts suggest Accused is Responsible + Property Loss

• Documented Proof of Accused Responsibility + Property Theft + No Aggravating factors

What is/are the item(s) not eligible to cover under Host Damage Protection?

• Laundry fee for stained Guest’s cloth

• Pet feces on floor

• Cleaning fee for Mold wall

• Lock change for missing key

• Wall bit by termite

H reported G having PIL and requested additional cleaning. H mentioned he cleaned with his cleaning crew by using 6 hours and sought reimbursement from G for $220. After gathering required documents from H, Support Ambassador proceeded payout to H. Support Ambassador attempted to collect from G however G was only willing to pay for $5. Support Ambassador created new MPL for G to make payment and after G made payment, Support Ambassador applied EAT on G account's. Which flag should be applied on G account?

• Property damage (1st/2nd) offense - Reservation: __RES_CODE__Payment failed. Ref ticket # [__TICKET_ID__]

• Payment of __AMOUNT_IN_GUEST_CURRENCY__ for property damage. Ref ticket # [__TICKET_ID__]

• Property damage (1st/2nd) offense - Reservation: __RES_CODE__

• Property damage - Reservation __RES_CODE__. Ref ticket # [__TICKET_ID__ ]

H claimed for a missing bath towel. Support Ambassador identified the Violation Category as Property Theft. What is the correct Context Assessment should record in case note?

• Aggravating factors

• No aggravating/mitigating factors

• No aggravating factors

• No context assessment needed

What is/are the item(s)eligible to cover under Host Damage Protection?

• Parasol is damaged by stormy weather

• Lift is damaged by Guest staying in condo

• Host’s money was stolen by Guest

• Interior decorative plant

• Timber used by Guest as fuel

During rainy season, H provided umbrella for G to use. After G checked out, H noticed the umbrella was missing and filed RC to claimed for it. While Ambassador contacts with G, G admits has taken the umbrella as G thought it was a gift given by H. What is the correct Enforcement Action Mapping should apply in this case?

• Property Theft + Aggravating Factors + Documentation Proof of Accused Responsibility

• Property Theft + No Aggravating Factors + Documentation Proof of Accused Responsibility

• Property Loss + No Aggravating/Mitigating Factors + Documentation Proof of Accused Responsibility

• Property Loss + Documentation Proof of Accused Responsibility

• Property Loss + No Aggravating Factors + Documentation Proof of Accused Responsibility