Round 2

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

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

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

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

• 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?

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

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

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

• 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?

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

• We should explain to Pansy that once a reservation is cancelled by guest, the coupon is no longer valid.

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

• We should inform Pansy that the relevant team will be reaching out to her and transfer the case to Resolutions 1.

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

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

• Create a case and transfer 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.

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

• 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?

• you are allowed to book a listing owned by a colleague.

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

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

• 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?

• 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.

• First name should suffice.

• None of these.

• Have them edit the name on the account.

Your best friend, Tim, contacts you privately to say that his host is not responding and that his check-in is in 2 hours. He asks if you can get hold of his host's contact number so that he can call them. As a CE Support Ambassador, what should you do?

• Check the host's account for your friend through Nova and email the host to contact Tim.

• Consult with your lead before searching for the host's account on Nova.

• Advise Tim to contact CS via our hotline or the messaging app for further assistance as you are not allowed to utilize Nova for personal use.

• Check the host's account for your friend through Nova and call the host to contact Tim.

Mickey, a guest, called to report that there is a surveillance device in the bathroom of the apartment. As a CE Support Ambassador, how will you proceed with the situation?

• Advise Mickey to call the police

• Transfer to Resolutions 1 as urgent

• Warm transfer to Safety as urgent

• Process a host cancellation

Which of the following statements about pre-approval (as a host) is true?

• Support Ambassadors are allowed to Become User to accept pre-approvals.

• A pre-approval blocks a host's calendar like a pending reservation request does
.

• A host can pre-approve multiple guests for the same dates.

• Pre-approval is a confirmation of booking.

What should the guest do if they want to cancel their reservation in Checkpoint status?

• Guest will need to wait for 24 hours for the request to expire.

• Guest may retract their reservation request.

• Guest should reach out to the host to cancel the reservation.

• Guest will not be able to do anything on their end, instead Support Ambassador can help to CBA the reservation.