April's Knowledge test

1. A guest calls in reporting that their host canceled the trip last minute and now all cars are too expensive for them to rebook. You find out that the replacement cars could cost CA$150 more. How should you help your guest?

• Offer the guest Guest 25% in TC to cover any difference and rebook.

• Instruct the Guest to change the dates of the trip to find a cheaper car..

• Send the Guest more affordable Vehicle Replacements via Email and offer 25% in TC for rebooking.

• Find similar cars for the Guest targeting the most affordable price and cover any difference with TC (up to CA$1200 that shouldn’t be disclosed with the Guest).

2. A guest has contacted you because they had a horrible experience using a Turo car in Calgary. They have sent a video where the heating is not working and where the car windows froze because of it. They were able to finish their trip but their experience was less than ideal and they would like some compensation. Is there a way for us to help this Guest?

• Offer Guest CA$50 in compensation for the terrible experience they had.

• Ask the Guest what you can do to make this right so you can refund or offer TC according to their needs

• Inform the Guest that these issues must be addressed when the trip starts so they can return the Vehicle and receive a full refund.

• Inform the Guest that you will request authorization to reimburse them up to CA$150 in TC for the inconvenience.

3. A host has contacted you because they would like to use one of their three vehicles listed on Turo for personal use for a period of time though they don’t wish to stop Reservations from being booked. Which option can you recommend to the Host to accomplish this?

• Instruct Host to use the Unlist option on his Vehicle.

• Instruct Host to use the Availability option of his account and disable it.

• Instruct the Host to use their Vehicle Calendar and block all dates they wish to use the car..

• Instruct the Host to snooze the car until the date they wish to have the car available again. 

4. On a feedback ticket, the guest reports that the car they booked on Turo was different when they picked up though they finished their trip without issue. The guest sent photos of the car that had different seats than the ones in the pictures, and though they were perfectly fine, it wasn’t as advertised. They did not seek any compensation, but they did want to make a report. How could you respond to this Ticket?

• Inform the Guest that you would communicate with the Host immediately, then Ask the Host to replace the pictures of his listing with updated ones.

• Inform the Guest that the car will be restricted and the Host penalized for this incident.

• Instruct the Guest to use the -Report Listing- option in the Car page instead of using Feedback for Turo and mark the case as Done.

• Inform the Guest that the report has been received, then inform the Host that the car will be restricted until the seats are repaired and documentation that proves the repairs is sent.

5. A host has reported that their guest smoked in the car and claimed it reeks of cigarettes. As you review the photos, you found no physical evidence of smoking. Which of the following steps would apply to this case?

• Inform the Host that the report is invalid and mark the conversation as Done.

• Inform the Host that the report is invalid and flag the reservation for False Smoking Claim.

• Inform the Host that the report is invalid if they report Odor only without physical evidence.

• Inform the Host that the report is valid and we would ensure that the Guest is charged and banned.

6. A host contacted us to let us know that his vehicle was returned 28 hours after the reservation ended. We investigate in order to charge the guest for the late return. Which other action should we take in this case?

• We need to charge the guest for improper return and also the CAD50 for the rideshare after getting the H’s evidence

• We should add CAD50 for the rideshare after getting the H’s receipt

• No further action needed

• We should charge the guest for improper return as well.

7. A host is contacting us because he would like us to remove a comment he received from a guest that says they disagree with the delivery charges to the airport and the additional usage charge since he returned the vehicle late. Would it be possible for us to remove this feedback?

• Yes, the guest's review was left in retaliation.

• We need to have the guest permission first to delete the feedback. 

• No, we can not remove this feedback since is the guest opinion and it should be taken into account.

• We can remove this feedback only if the host accepts to provide a refund

8. A Power Host contacted us asking for assistance to charge a guest for excess distance, however, he mentioned he’s a Power Host and he has too many reservations to handle and he forgot to charge this guest 6 month ago, How should we proceed?

• We should let the host know that since the reservation ended 6 months ago won’t be possible to charge the guest.

• Yes, we can help the host charging the guest without any problem

• We should guide the host to charge the guest through the application. 

• We can charge the guest if the host has a valid evidence also we need to make sure to add the ‘Missed Reimbursement Opportunity’ flag.

9. Law enforcement officials can contact Turo for a variety of reasons. A part of the process we should follow if we received any of these calls is:

• We should let the official know that customer support only assists guest and hosts.

• Escalating to T&S|| Fraud prevention

• We’ll have to gather as much information we can and escalating the case to T&S|| Investigators

• We need to contact the host as soon as possible and escalate the case to Ops| Canada

10. If a guest contacts us asking for help to cancel her upcoming reservation which starts in 3 weeks due to the host unresponsiveness. How should we proceed?

• We can proceed assisting the guest canceling the reservation on the host behalf.

• First we need to try to get in contact with the host and if we don’t have any response in the next 6 hours we can cancel the reservation on the host behalf.

• In this case we should let the guest know that she’s the one who needs to cancel the reservation.

• We’ll have to contact the host and request him to cancel the reservation since he remained unresponsive.