R1 Assessment review

Where can you find information related to the HCP (Host Cancellation Program Coupon)? (link of the article)

What types of alterations can a host make? (choose the ones that apply)

https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration 

• Price

• listing

• hosts can't make alterations

• number of guests

Answer explanation

https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration 

What types of events are considered an Extenuating Circumstance?

https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+Host+cancellation 

https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+guest+cancellation 

• Large -Scale Essential utilities outages/ restrictions

• Host doesn't want to host

• Guest is sick

• Severe weather or natural disaster.

Answer explanation

https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+Host+cancellation 

https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+guest+cancellation 

Where can you find the hosting standards we have for our platform? (link of the article)

If you are finding options for a tier 2 rebooking, what is the maximum price to filter by, when only one listing is available?

https://confluence.airbnb.biz/display/LEN/Reservation+rebooking

• 20% (max $500)

• 30%

• 20% (max $1000)

• 10%

Answer explanation

https://confluence.airbnb.biz/display/LEN/Reservation+rebooking

Jean calls in from Germany, but does not speak English. You are not fluent in German and can only speak in English. Upon checking Jean’s Nova profile, you see that he has one reservation on the account, scheduled for one week from now. Which workflow applies to this situation?

Answer explanation

https://confluence.airbnb.biz/display/LEN/Language+Tickets 

You have located the right WF for the previous situation What are the next steps ?

https://confluence.airbnb.biz/display/LEN/Language+Tickets

• Not say anything and transfer to the German Queue

• Attempt to communicate in English first

• Ask your TL to take the case

• Hang up

When are you able to move to rebooking without funds?

• When I Empathize with the guest.

• When I ask if they can cover the new reservation and the g express they don't have money

• When the guest cancel the reservation and need help booking a new listing

• When the guest express they don't have the funds to book a new reservation after a CBH or CBA

Answer explanation

https://confluence.airbnb.biz/display/LEN/Reservation+rebooking

You receive a warm transfer on the phone. It is someone in CE, stating they are warm transferring because the User is requesting a different Support Ambassador to help her case. Per Community First, what are your next steps?

• Take the call and tell the user to wait for the previous ambassador

• Apply the macro Ownership case update and not take the escalation.

• Tell the CE agent to take the call and assist the user (they should be able to help)

• Non of the above

What should you do regarding the previous case?

You receive a warm transfer on the phone. It is someone in CE, stating they are warm transferring because the User is requesting a different Support Ambassador to help her case. Per Community First, what are your next steps?

Answer explanation

https://confluence.airbnb.biz/display/LEN/Community+first