Assessment Part 2

To get a full refund of the nightly rate for a reservation with a Flexible Cancellation policy, guests should cancel at least _____________________.

• 1) 24 hours before the listing's local check-in time (shown in the confirmation email)

• 2) 12 hours before the listing's local check-in time (shown in the confirmation email)

• 3) 5 hours before the listing's local check-in time (shown in the confirmation email)

• 4) None of these

Jack is a host, he is contacting because his guest, Mary, wants to extend her stay by two nights. Jack is okay with this but wants to make sure Mary pays for the additional nights. What do we advise Jack to do in this situation?.

• 1) We can tell Jack to collect the additional payment from Mary in cash when she arrives

• .2) We would advise Jack to submit an alteration request through Airbnb and Mary will be able to accept and pay the additional amount.

• 3) We can advise Jack to cancel and we will waive the penalties, Mary can then book again with the new dates

• 4) We will inform Jack that he is unable to do this on the Airbnb website and the reservation cannot be changed.

A guest Pansy contacts you because she would like to make a booking now, but is unable to use her $50 coupon. Upon investigation, you find that she has just cancelled a reservation 10 minutes ago and the $50 coupon was actually used in the cancelled reservation. What do you tell Pansy?

• 1) We can re-create a $50 coupon and offer it to Pansy for her new booking.

• 2) We should explain to Pansy that once a reservation is cancelled by guest, the coupon is no longer valid.

• 3) We can take a define loss of $50 to refund Pansy as it is a technical glitch on Airbnb's end.

• 4) We should escalate to Resolutions 1 for further assistance.

You receive an inbound call from someone who tells you that they're a Police Officer. What do you do?

• 1) Give the caller the direct phone number for the Law Enforcement team and ask them to call them instead.

• 2) Create a ticket and escalate it to the Law Enforcement team with the appropriate information and give the caller the link to our Law Enforcement Portal which they can use to contact us as well.

• 3) Advise the caller that you are a customer service representative and cannot help him/ her.

• 4) Advise the caller that they need to send an e-mail all queries to Airbnb's Dublin or San Francisco offices"

Which of the following statements about Partner credit guidelines is true?

• 1) You are allowed to book a listing owned by a colleague.

• 2) The expiration date can be altered with your lead's approval.

• 3) You cannot apply the credit retroactively to a reservation nor request this through creating a CS ticket.

• 4) You are allowed to introduce yourself to another host or guest as an employee of Airbnb.

Authentication: What if the name on the account is not the user's first and last name but a business name or 2 people's name?

• 1) Whether it is a business name or two people's name or first-mid-last name the user should provide the name exactly as it appears on the Airbnb Profile in order the authentication to be complete.

• 2) First name should suffice.

• 3) None of these.

• 4) Have them edit the name on the account.

Which of the following statements about adding a payout method is NOT true?

• 1) We should never add, edit, or remove a payout method for a user.

• 2) The user will see all available payout options based on the address provided while creating the new payout account.

• 3) If a user is adding a bank account for their payout method, the bank account must be in the same country as the address added during the payout setup.

• 4) We can add a payout on behalf of the user as long as it's via screen share.

The host has received one 5 star rating and they are unable to see it on the listing page. What will you tell the host?

• 1) Check for possible bug as the host did receive one 5 star rating on their account.

• 2) Ratings may take 24-48 hours to reflect on the listing page.

• 3) There is a technical glitch due to which the rating is not appearing on the listing page and offer the host a coupon for the inconvenience.

• 4) The host needs to get 3 star ratings before the overall rating appears on their listing or profile.

A host reaches out to you to inform that they are unable to activate their listing. They have tried clearing cache and cookies, but to no avail. They said they were able to log in to their account on multiple devices but still cannot activate their listing.While investigating, you find an airlock is triggered in their account. Which airlock is triggered? CLUE: USER

• 1) Stickiness: Session

• 2) Stickiness: User Action

• 3) Stickiness: Asset

• 4) Stickiness: None

"Lily made a reservation for 3 nights, where the moderate cancellation policy is applied. Her plans have changed since and she would like to cancel the reservation. Under what circumstance can she get a full refund including the service fees?

• 1) If she cancels at least 5 days before check-in

• 2) If she cancels at least 4 days before check-in

• 3) If she cancels at least 3 days before check-in

• 4) If she cancels at least 1 day before check-in