R1 Review 2

What's the first step to follow when you're doing a rebooking without funds process?

• Look for rebooking options

• Ask them if they have funds to cover a new reservation

• Check the user's account for the note flag Rebooking without funds

• Ask the Guest to wait for the refund to arrive

After investigating on a rebooking case, you determine you'll need to take a $300 monetary loss from Airbnb, what should your next step be?

• Create a coupon instead, as it's over your threshold

• Take two losses for $150 each

• Tell the user you won't be able to provide that loss, as it's over your threshold

• Request expense approval

Which of the following is not a Major Disruptive Event?

• Acts ot war

• Prolonged outages of essential utilities

• Riots

• Unexpected death

A Host wants Airbnb to compensate because the site was down for an hour where the Host could have received a $1,000 booking. Would this be an acceptable loss reason?

• Yes, because the site was down

• No, we do not take losses for requests of compensation due to loss of potential earning

Based on the following statement: "Based on the interests you shared with me, it seems that X is important to both you and your Guest Emma. If we work on that, will the problem be resolved?"

What was the Mediation Technique used?

• Surfacing interests

• Generating options

• Communicating the outcome

• Establishing recognition

If you receive a call where the user is speaking in Portuguese, what should you do? The user doesn't speak English.

• Warm transfer the call to the Portuguese support line

• Attempt to help the user in English and handle the case as normal

• Apply macro: Intro - Informing about using Nova translation tool

• Disconnect the call and use the Atrium transfer tool to assist the user my written communication

In which one of these cases should you introduce yourself to a user?

• When you're the 2nd owner of a case

• You should never introduce yourself to a user

• When you're the first Ambassador to assist the user over written communication

• When you're the 3rd owner of a case

Guest Gunther is on the 50th day from his reservation and wants to shorten his 75 night reservation to 70 nights. Which of these statements is true?

• Gunther will receive a refund for 25 nights

• Gunther would get a refund for 5 nights

• As Gunther is altering the reservation less than 30 nights before checkout, he won't receive a refund

• Gunther would get a refund for 10 nights

What would be the maximum % coupon value, from the cancelled reservation's value, when there is limited availability of stays that meet the guest's requirements? The guest is going to an Ed Sheeran concert.

• Up to 5%

• Up to 20%

• Up to 30%

• Up to 50%

In which of these cases should you take a loss?

(Select all that apply)

• A confirmed system bug made the Host receive a lower payout.

• A Host says "your site was down for an hour hours during which time I lost a booking to another platform. You owe me those $700."

• A Support Ambassador changed the dates of a confirmed reservation without written approval from the guest.

• The jacuzzi was included as an amenity at the time of booking, but it does not heat.