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AirCover for guests: Material Defects

Last edited on about 21 hours ago

Contact reasons:

Messy or dirty place to stay:

Problems with your reservation > Cleanliness and health concerns > Messy or dirty listing
Mold or allergen in the place to stay:

Problems with your reservation > Cleanliness and health concerns > Mold or other allergens in listing
Smoke or odor:

Problems with your reservation > Cleanliness and health concerns > Smoke or other odors in listing
Pests in the place to stay:

Problems with your reservation > Cleanliness and health concerns > Pests in listing
Listing accuracy and amenities issues:

Problems with your reservation > Listing accuracy and amenities > Broken or missing amenities
Problems with your reservation > Listing accuracy and amenities > Listing doesn’t match online description
Problems with your reservation > Listing accuracy and amenities > Reporting noise or construction
Violation-level appeal:

Safety, discrimination, and violations reports > Reporting violations of Airbnb's standards > Disputing a violation of the ground rules for Hosts
Important

Host ticket: Support Ambassadors must not accept losses or offer any coupons
Guest ticket: Support Ambassadors may offer coupons or accept losses if necessary
Introduction
The purpose of this article is to provide assistance to guests when they report a cleanliness, accuracy, check-in or communication issue which violates the Ground Rules for Host policy.

This workflow is based on AirCover for guests, which supports the guests if they report their issue to Airbnb, their Host, or through the Resolution Center, within 72 hours of discovery.

This workflow enforces the Ground Rules for Host policy including:

Cleanliness issues
Accuracy and amenity issues
Check-in issues (Check-in and listing access issues)
Communication issues
Host is late or unresponsive
Rebooking when the guest has an on-trip issue (Reservation rebooking)
Issues with listing accessibility features
Host asked a guest to cancel
Security cameras and recording devices
Bed bugs
Community Education/Resolutions 1
Resolutions 2
Resolutions 2 (Appeals)
Leadership
General Information
If the reservation has a reservation insurance attached and the user contacts within the working hours of the CSI team, always transfer the case to the CSI team. Refer to the Reservation insurance EU workflow, if needed.

Working hours of the CSI team
If the reservation has a reservation insurance attached and the user contacts outside the working hours of the CSI team, follow the below workflow steps only if:
The reservation is not canceled yet and the contact is:
Within 24 hours from check-in
During their trip
Within 24 hours after check out
If the Host appeals the previous Ambassador's decision which resulted in a violation being logged, follow the Resolutions 2 (Appeals) tab.





A Nova Guide is available for this workflow.

Violations to the Ground Rules for Hosts policy can only be recorded through the Nova Guide.

This is a more complex issue resolution and the Nova Guide will help make it easier to get to the appropriate resolution.

Workflow guidance
Communicate with the Host
Host contact attempt was unsuccessful
Host was contacted successfully
Determine the guest's ideal outcome
Guest wants to stay and wait for the Host's resolution
Guest wants to leave the listing or has already left
Guest wants a different resolution
Refund guidance
Cure and confirm
When to transfer to Safety
Urgent transfers:
If a guest is experiencing an active safety issue happening in real life, in addition to the cleanliness issue, vermin issue, accuracy or amenity issue, or the bait and switch issue
Transfer flow

Open the Transfer tool
Apply macro: Escalations:: Escalate - Safety - Urgent
Update the contact reason
Add a relevant reservation code
Set group: SAFETY_TIER1_ESC or SAFETY_TIER2_ESC based on the contact reason selected
Add notes and complete the transfer flow


Transfer tool may change the final group depending on the questions you answered and the final group selection should be as per transfer tool only

Mark case as urgent/non-urgent in transfer tool when requested under questions as per the table above in the workflow

Workflow guidance
If the workflow calls for a refund, follow that guidance. Losses outside of the workflow should only occur after all options have been explored and workflow steps followed.

If the user is requesting a refund outside the scope of the workflow (ex. the user did not report the incident within 72 hours, or the user is asking for more refund than the workflow has provided), use the following guidance:

Ambassadors can take up to $200 as a discretionary loss, as long as it is less than the total Gross Booking Value of the original booking.
If the guidance allows for taking a discretionary loss:
Use the Nova Guide as usual to capture details for all violations and supporting documentation
Once all violation and documentation details have been captured, process the discretionary loss refund manually (refer to the Nova reservations user guide)
For Resolution Center cases where mediation settlement between the guest and host has not been reached and one of these situations are true:
> 6 total interactions (including guest and Host)
All refunds from Hosts, and applicable violations, have been implemented (per below)
The case has been open/unresolved for 48 hours or more
If the host is unresponsive during the reservation, refer to the Host is late or unresponsive workflow.

If the host is unresponsive after the reservation has ended, refer to the Set deadlines section on the Nova Case handbook.

Refer to the Mediation process workflow for more information about mediation best practices

Refer to the Resolution Center workflow for more information regarding these types of cases

You may choose to provide up to $200 discretionary loss (and less than the total Gross Booking Value of the booking) as "Bridging the Gap” only for scenarios where this helps reach a compromise between the guest and Host after all mediation steps have been completed. Compromise should include at least a portion of payment from the Host and/or guest.

Once you have provided the refund, close the resolution center case and inform the users of your resolution.

If the guest has successfully checked in but is experiencing an issue and the Host is unresponsive

If the guest is requesting a refund from Airbnb

Guests should reach out directly to Pro Hosts for requesting refunds for a guest cancellation (e.g. if it’s a hotel, speak to the hotel directly)
As a general rule, we do not mediate with Pro Hosts for guest initiated cancellations
If the Host is unresponsive follow the Host is late or unresponsive workflow
You may choose to provide up to $200 discretionary loss (and less than the total Gross Booking Value of the booking) as "Goodwill” only for scenarios where this helps reach a compromise between the guest and host. Compromise should include at least a portion of payment from the Host and/or guest.
If the guest is requesting a refund for a reservation which is past the check-out date Encourage them to use the Resolution Center if they have not done so already. Refer to the Resolution Center workflow to educate them on how to do so.
Guest is requesting travel insurance premium refund for Host or admin-initiated cancellation before guest's check-in.

Ex: A Host canceled a guest's reservation last minute but the guest didn't receive the refund for travel insurance premium because it was outside the free look period.

100% travel insurance premium amount as coupon

If the Ambassador got the error Unfortunately, a server error prevented your request from being completed:
Don’t report it as a Bug
Travel insurance is not refundable, and thus, the system is saying exceeds refundable amount, which confirms this error as expected
In order to proceed with the loss, exclude the GTI amount
Guest is uncomfortable with the neighborhood in which the listing is located and wants to leave
Sometimes Hosts are willing to allow the guest to cancel and may provide a refund or partial refund. If the Host has not yet been asked, try to mediate one time if possible.
You may take up to a $200 discretionary loss (and less than the Total Gross Booking Value of the booking) as “Goodwill.”
If you believe the guest should be provided more than $200, consult with your Team Lead.
Guest has checked in and does not believe this listing matches the online description and their documentation proves this.

Ensure you follow all workflow steps related to listing accuracy before deciding to use a loss.

Offer to cancel their booking as a CBA and provide a rebooking coupon of up to 50% of the of the Total Gross Booking Value as “Goodwill” only for scenarios where this helps ensure the guest gets into an immediate rebooking. Continue to work with the Host using the workflow steps related to listing accuracy issues.
The first few questions in the Nova guide will help determine the eligibility of the report. It is important to thoroughly investigate the following:

Select all of the violations the guest is reporting. Use the violation tool tips to better understand and select the correct violations
Did the guest report the issue to Airbnb or their Host within 72 hours of discovery?
Guests can reach out through the message thread or Resolution Center
Guests can also reach out through a third-party messaging system (ex: iMessaging, WhatsApp)
Did the guest provide adequate documentation to support their report?
If the guest has not yet provided any documentation, apply macro: AirCover for guests:: Material defects:: Guest:: Request documentation
Do not request documentation if the issue cannot be documented (ex: odor concerns, smoke concerns, lack of hot water, etc.)
Communicate with the Host
With any on-trip issue, it’s important to inform the Host about the issue and mediate on behalf of the guest:

Call the Host between 8:00 AM and 8:00 PM local time in the location of the listing
If the Host answers:
Inform the Host that:
The guest has reported a travel issue
You are working with the guest to assess the issue
If the Host doesn't answer:
Set the deadline of 1 hour
Apply macro: AirCover for guests:: Material defects:: Host:: Notifying Host of the issue
Use the table below to choose which action to take:

You were not able to reach the Host Proceed to Host contact attempt was unsuccessful
You were able to reach the Host Proceed to Host was contacted successfully
Host contact attempt was unsuccessful
If you were not able to reach the Host:

Continue waiting for the Host's response.
If needed, ask the guest for more evidence or information.
Do not request evidence if the issue cannot be documented (ex: odor concerns, smoke concerns, lack of hot water, etc.)
Use the table below to choose which action to take:

The Host responds
Proceed to Host was contacted successfully

If the Host doesn’t respond or doesn’t resolve the issue

OR

If it's outside of 8am–8pm local time in the location of the listing

Proceed to Determine the guest's ideal outcome

Host was contacted successfully
Always try to have the Host resolve the issue. Try to set a deadline with the Host if they’re willing to fix the issue.

Use the appropriate macros from the table below when communicating with the Host

All macros begin with the prefix: AirCover for guests:: Material defects:: Host::
Educating the Host about the issue
Notifying Host of the issue
The Host is able to fix the issue
Mediation - Establish time frame
The Host is unable to fix the issue
Education - Valid evidence of issue provided
Education - No valid evidence of issue provided
Issue not resolved:: Final follow up
Mediation
Mediation no adjustment
Mediation with adjustment
Mediation - Guest is temporarily relocating
Reservation alteration
Alteration no adjustment
Alteration with adjustment
Alteration with adjustment and listing suspension
Reservation cancellation
CBH and listing suspension
CBA
CBA and listing suspension
CBG with partial adjustment
CBG with cancellation policy
Use the table below to choose which action to take:

The Host can resolve the issue within a time frame that the guest is happy with

AND

The guest confirms that the issue has been fixed

If the Host is working on resolving the issue, then it implies that there is an issue and the guest may be eligible for a Make Good expense.

Offer to reimburse the guest for a meal or coffee at a nearby restaurant or cafe (w e can consider this as a documented issue)
Refer to the Nova Guide to process these reimbursements
The Host can't resolve the issue within a time frame that the guest is happy with
Advise the Host that they'll be adjusted due to sufficient evidence of the issue:
Apply macro: AirCover for guests:: Material defects:: Host:: Mediation with adjustment
Evaluate the evidence received from both the Host and the guest to determine the violation that best describes the issue. Refer to the evidence section of the General Information tab.
If needed, consult with your Team Lead
Proceed to Determine the guest's ideal outcome

Determine the guest's ideal outcome
Confirm with the guest how they would like to proceed (ex: Have the Host resolve it, rebook at another location, get a refund, reimbursement, etc) and use the appropriate workflow:

Guest wants to stay and wait for the Host's resolution
Guest wants to leave the listing or has already left
Guest wants a different resolution
Guest wants to stay and wait for the Host's resolution
The Nova guide may offer a make-good opportunity depending on the violation (ex. the guest may be eligible for a partial refund)

Apply the appropriate macro:
All macros begin with the prefix: AirCover for guests:: Material defects:: Guest::
Offer mediation or rebooking
More than one hour to resolution
Mediation - One hour to resolution
Mediation - One hour follow-up
Mediation ongoing
Guest wants to leave the listing or has already left
Follow the Nova Guide process for the appropriate cancellation or alteration steps according to whether the guest has spent any nights in the listing

The cancellation action will be provided and needs to be applied in the cancellation flow
If the guest has already left, it's important to know when they left
The guest may be eligible for a refund for the impacted nights depending on the violation(s)
The guest would be eligible for a full refund for any nights not spent
The guest may also be eligible for a rebooking coupon
Always provide rebooking support to the guest

Use the table below for guidance on what level of support to provide:

Guest needs help finding a listing to rebook
Help the guest find a new place
Apply macro: AirCover for guests:: Material defects:: Guest:: Offer mediation or rebooking
Ask them what they are looking for as must have and nice to have features / location
Apply macro: Reservation rebooking:: Determine guest preferences and must-haves
Search using those filters
You may provide a 20% (of the original booking value) rebooking coupon for the guest.

Your Team Lead can provide guidance if you think you need more than a 20% coupon.

Guest finds their own listing on Airbnb and needs help rebooking
If it’s not instant book, reach out to the new Host to ensure they’re able to accept
Provide the coupon to the guest to cover the additional amount
You may provide a 20% (of the original booking value) rebooking coupon for the guest.

Your Team Lead can provide guidance if you think you need more than a 20% coupon.

Guest already left the listing and booked a new listing (Airbnb or Hotel) on their own

OR

Guest finds their own hotel and wants to book

Reimburse the guest for the additional cost
Reimburse up to 20% of the original booking value.

If more than that is needed, your Team Lead can provide guidance.

There are no Airbnb listings that the guest prefers but the guest is willing to stay at a hotel
Search for a Hotel Tonight listing on the Airbnb platform
Reach out to Team Lead to find on the Hotel Tonight platform
Provide the link to Hotel Tonight listing and have the guest book
Reimburse up to 20% of the original booking value.

If more than that is needed, your Team Lead can provide guidance.

There are no Hotel Tonight listings that the guest prefers
Direct the guest to book a Hotel of their choosing
Inform the guest of up to 20% reimbursement (if needed to reach out to Team Lead for more)
Set the case to Pending until the guest provides receipt
Reimburse up to 20% of the original booking value.

If more than that is needed, your Team Lead can provide guidance.

The reservation has ended already and the guest did not rebook You may offer a rebooking coupon to help recover their experience
You may provide a 20% (of the original booking value) rebooking coupon for the guest.

Your Team Lead can provide guidance if you think you need more than a 20% coupon.

Unable to contact the Host as it’s outside of 8am–8pm in the location of the listing

AND

T here is valid documentation proving there is a violation that is impacting the guest from staying the night

Cancel the current reservation
Help the guest find a new place
Apply macro: AirCover for guests:: Material defects:: Guest:: Offer mediation or rebooking
If there are no instant book and self check-in listings, proceed to booking a Hotel for the guest
Set the case to Pending until the guest provides receipt for reimbursement
Offer a make-good to help with the transportation or meal
You may provide a 20% (of the original booking value) rebooking coupon for the guest.

Due to the last minute cancellation, your Team Lead can provide guidance if you think you need more than a 20% coupon.

*For special events that in your discretion require additional support to save their experience you can offer up to 50% (of the original booking value) rebooking coupon for the guest.

Ex:

Special occasions such as weddings and funerals
Special events in the area such as concerts or sporting events
Guest wants a different resolution
Consult with your team lead on the situation and add the resolution required
Take any applicable actions such as cancellation or alteration and proceed with the guide
Determine if violation(s) need to be logged against the Host profile
Provide the feedback
Refund guidance
Use the Nova Guide in your case to ensure you are using the correct refund amount. The Nova Guide will display the refund amount when you select the violations which helps reduce the chance of making a mistake.

The table below can be used as a reference to determine refund amounts:

The Host has offered a refund amount and the guest agrees to it.

This may happen whether the guest stays, leaves, or has already left.

All

If the Host needs help to process the refund for the agreed amount, help them process the refund.

The Host has offered a refund amount, but the guest wants up to $200 more.

This may happen whether the guest stays, leaves, or has already left.

All

You may take up to $200 as a loss to make up the difference between the Host and the guest. If you think the guest should receive more than $200, consult with your Team Lead.

If the Host needs help to process the refund for the agreed amount, help them process the refund.

There is proof that the issue / violation has occurred.

AND

The guest stays in the listing, or stayed the full reservation

High risk mold
Bodily fluids
Listing room type
Unexpected people present
Inaccurate location
Undisclosed house rules
Unconfirmed reservation change
Occupancy misclassification
High health risk pest
Infestations
Dirty linens
Trash around the listing
Unswept floors or unvacuumed carpets
Significant amount of pet hair
Gym
Pool
Hot tub
Wifi as advertised
Kitchen appliances
Washer dryer
TV
Dedicated workspace
Air conditioning
Heating
Safety feature
Home safety amenities
Towels / bed sheets / bed linens
Electric vehicle charging
Free parking
Critical amenities for children
Other critical amenity
Lock on bedroom door
Hard to locate
Unclear instructions
Trouble with lock
Unresponsive Host
Noticeable smell
Messy kitchen
Dirty bathroom
Personal belongings scattered around listing or excessive clutter
Amenity not working as expected
Unexpected access restrictions
Unexpected noise
Major aesthetic difference
Unexpected amenity issue
30% of the impacted nights as a refund from the Host

You may take up to $200 as a discretionary loss as “Goodwill” loss reason

There is proof that the issue / violation has occurred.

AND

The guest leaves/left the listing early.

High risk mold
Bodily fluids
Listing room type
Unexpected people present
Inaccurate location
Undisclosed house rules
Unconfirmed reservation change
Occupancy misclassification
High health risk pest
Infestations
Dirty linens
Trash around the listing
Unswept floors or unvacuumed carpets
Significant amount of pet hair
Gym
Pool
Hot tub
Wifi as advertised
Kitchen appliances
Washer dryer
TV
Dedicated workspace
Air conditioning
Heating
Safety feature
Home safety amenities
Towels / bed sheets / bed linens
Electric vehicle charging
Free parking
Critical amenities for children
Other critical amenity
Lock on bedroom door
Hard to locate
Unclear instructions
Trouble with lock
Unresponsive Host
Noticeable smell
Messy kitchen
Dirty bathroom
Personal belongings scattered around listing or excessive clutter
Amenity not working as expected
Unexpected access restrictions
Unexpected noise
Major aesthetic difference
Unexpected amenity issue
30% of the impacted nights as a refund from the Host

100% refund from the Host of all nights not spent (CBA)

You may take up to $200 as a discretionary loss as “Goodwill” loss reason

The guest did not provide valid proof or documentation of the issue.

AND

The guest stays in the listing, or stayed the full reservation or left early

AND

The guest does not have the “first time no documentation” admin flag

High risk mold
Bodily fluids
Listing room type
Unexpected people present
Inaccurate location
Undisclosed house rules
Unconfirmed reservation change
Occupancy misclassification
High health risk pest
Infestations
Dirty linens
Trash around the listing
Unswept floors or unvacuumed carpets
Significant amount of pet hair
Gym
Pool
Hot tub
Wifi as advertised
Kitchen appliances
Washer dryer
TV
Dedicated workspace
Air conditioning
Heating
Safety feature
Home safety amenities
Towels / bed sheets / bed linens
Electric vehicle charging
Free parking
Critical amenities for children
Other critical amenity
Lock on bedroom door
Hard to locate
Unclear instructions
Trouble with lock
Unresponsive Host
Noticeable smell
Messy kitchen
Dirty bathroom
Personal belongings scattered around listing or excessive clutter
Amenity not working as expected
Unexpected access restrictions
Unexpected noise
Major aesthetic difference
Unexpected amenity issue
30% of the impacted nights as a refund from Airbnb - Loss ID: Policy Exception - Non-Eligible AirCover - Refund

100% refund from Airbnb of all nights not spent (CBA)

You may take up to $200 as a discretionary loss as “Goodwill” loss reason

Add a Note flag to the guest's Nova Case profile with the following note:
Material Defects: Guest has been educated on documentation requirements and been granted a one-time exception
Educate the guest on the policy and that we need proof in order to ensure we apply a fair outcome.
There is proof that the issue / violation has occurred, regardless of whether the guest stayed for the full reservation or left early

Had to wait
Hard to get inside
Trash left behind in trash barrels
Dirty appliance
House essentials
Dishes and silverware
Cooking basics
Other additional amenity
Mold in a natural location
Low health risk pests
Moderate amounts of pet hair in a pet friendly listing
Natural amounts of dust
Smell that is not strong
Listing dirty in spaces not immediately visible
Worn furnishings
Furniture stains
Minor decor variations
Minor undisclosed rules
10% of the impacted nights as a refund from the Host

You may take up to $200 as a discretionary loss as “Goodwill” loss reason

The guest did not provide valid proof or documentation of the issue, regardless of whether the guest stayed for the full reservation or left early

AND

The guest does not have the “first time no documentation” admin flag

Had to wait
Hard to get inside
Trash left behind in trash barrels
Dirty appliance
House essentials
Dishes and silverware
Cooking basics
Other additional amenity
Mold in a natural location
Low health risk pests
Moderate amounts of pet hair in a pet friendly listing
Natural amounts of dust
Smell that is not strong
Listing dirty in spaces not immediately visible
Worn furnishings
Furniture stains
Minor decor variations
Minor undisclosed rules
10% of the impacted nights as a refund from Airbnb - Loss ID: Policy Exception - Non-Eligible AirCover - Refund

100% refund from Airbnb of all nights not spent (CBA)

You may take up to $200 as a discretionary loss as “Goodwill” loss reason

Educate the guest on the policy and that we need proof in order to ensure we apply a fair outcome.



The guest did not provide valid proof or documentation of the issue, regardless of whether the guest stayed for the full reservation or left early

All

Do not take a refund from the Host unless the Host already agreed to it.

You may take up to $200 as a discretionary loss as “Goodwill” loss reason

Educate the guest on the policy and that we need proof in order to ensure we apply a fair outcome.

Cure and confirm
Certain violations are very severe and we need to take stronger actions, therefore it’s important to complete the following steps when the Nova Guide instructs you to apply a cure and confirm to the listing.
Refer below for the documentation requirement to resolve a cure and confirm:

Accuracy or amenity issues
The Host must submit documentation that shows that:

The Host has corrected the inaccurate information on their listing description (t he Host must also notify all upcoming guests via the message threads that may also be impacted)
The Host has fixed the amenity issue in their listing (through photos, recordings, receipt showing the amenity was repaired or replaced, etc.)
Cleanliness issues
The Host provides an official cleaning or inspection documentation
If the Host provides the documentation that confirms the issue is fixed:
Remove the Cannot be Activated flag from the Host’s affected listings
Educate the Host that this was a violation of our Ground rules for Hosts
Apply Note flag to the Host’s account with a note: Material Defects issue resolved, listing restored (__CASE_ID__) (__LISTING_ID__)
Apply macro: AirCover for guests:: Material defects:: Host:: Education - Valid evidence of issue provided
Unfreeze any remaining Host payout (if it had been frozen at the start of the case)
Solve the case
If the Host doesn’t respond within 4 days from the date you requested the documentation:
Attempt to reach the Host by phone and email to provide a final notice that we'll cancel all future reservations at the affected listings unless they provide a timeframe to fix the issue (with documentation) within the next 48 hours, and that those listings will also remain blocked
Apply macro: AirCover for guests:: Material defects:: Host:: Issue not resolved:: Final follow up
If the Host responds within the next 48 hours but requests more time, inform them that they can have up to 1 extra week
Inform them that we'll have to cancel any reservations with check-in dates during this period
If additional time is granted to the Host, cancel the reservations as CBA that are due for check-in during that time
Offer proactive rebooking assistance to the guests whose reservations begin in 48 hours (refer to the workflow Reservation rebooking)
Apply macro: AirCover for guests:: Material defects:: Notify future guests
If the Host responds within the deadline and with a timeframe to fix the issue (with documentation):
Follow the steps mentioned in step 4 above
If the Host doesn't respond within the 48-hour deadline (or during the 1 extra week, if they were granted additional time):
Proceed with CBA all upcoming reservations in the affected listings
Inform the Host of the cancellations
Inform the Host that those listings remain blocked until the Host provides documentation that the issue has been resolved
Offer proactive rebooking to the guest with check-in in the next 48 hrs (refer to the workflow Reservation rebooking)
Apply macro: AirCover for guests:: Material defects:: Notify future guests
Apply Note flag to the Host’s account with a note: Resolution of Material Defects issue required before listing can be restored: (__CASE_ID__), (__LISTING_ID__)
Apply macro: AirCover for guests:: Material defects:: Issue not resolved:: Listing remains blocked
Solve the case
Recent updates
Click here to expand...
Related links
Expense approvals guidelines
Reservation rebooking
Issues with listing accessibility features
Bed bugs
Host asked a guest to cancel

Check-in and listing access issues
Security cameras and recording devices
Trip experience - Cleanliness mediation
Trip experience - Basic mediation
Help Center
AirCover for guests
If you have a problem or issue during your stay
What to do if the place you're staying isn’t clean at check-in
Ground rules for Hosts
What happens if my listing is suspended or removed under ground rules for Hosts?
Macros
AirCover for guest:: Material Defects:: Escalations:: Resolutions Level 2
AirCover for guests:: Material defects:: Host:: Notifying Host of the issue
AirCover for guests:: Material defects:: Host:: Mediation with adjustment
AirCover for guests:: Material defects:: Guest:: Offer mediation or rebooking
AirCover for guests:: Material defects:: Guest:: Request documentation
AirCover for guests:: Material defects:: Guest:: CBH and coupon
AirCover for guests:: Material defects:: Host:: CBH and listing suspension
AirCover for guests:: Material defects:: Guest:: Refund confirmation
AirCover for guests:: Material defects:: Guest:: CBA and coupon
AirCover for guests:: Material defects:: Host:: CBA and listing suspension
AirCover for guests:: Material defects:: Guest:: Alteration with refund
AirCover for guests:: Material defects:: Host:: Alteration with adjustment and listing suspension
AirCover for guests:: Material defects:: Cure and confirm
AirCover for guests:: Material defects:: Future reservations canceled as CBA
AirCover for guests:: Material defects:: Notify future guests
AirCover for guests:: Material defects:: Host:: Education - Valid evidence of issue provided
AirCover for guests:: Material defects:: Host:: Issue not resolved:: Final follow up
AirCover for guests:: Material defects:: Issue not resolved:: Listing remains blocked
AirCover for guests:: Material defects:: Host:: CBA
AirCover for guests:: Material defects:: Host:: Alteration with adjustment
AirCover for guests:: Material defects:: Guest:: CBG with partial refund
AirCover for guests:: Material defects:: Host:: CBG with partial adjustment
AirCover for guests:: Material defects:: Guest:: CBG with cancellation policy
AirCover for guests:: Material defects:: Host:: CBG with cancellation policy
AirCover for guests:: Material defects:: Host:: Education - No valid evidence of issue provided
AirCover for guests:: Material defects:: Guest:: CBG - full refund
AirCover for guests:: Material defects:: Guest:: Alteration partial refund
AirCover for guests:: Material defects:: Host:: Alteration no adjustment
AirCover for guests:: Material defects:: Guest:: Education on 72 hour report
AirCover for guests:: Material defects:: Guest:: Mediation
AirCover for guests:: Material defects:: Host:: Mediation no adjustment
AirCover for guests:: Material defects:: Guest:: Mediation - Host unresponsive
AirCover for guests:: Material defects:: Host:: Mediation - Establish time frame
AirCover for guests:: Material defects:: Guest:: Mediation - One hour to resolution
AirCover for guests:: Material defects:: Guest:: Mediation - One hour follow-up
AirCover for guests:: Material defects:: Guest:: Mediation ongoing
AirCover for guests:: Material defects:: Guest:: Mediation - More than one hour to resolution
AirCover for guests:: Material defects:: Host:: Mediation - Guest is temporarily relocating
AirCover for guests:: Material defects:: Guest:: CBG with cancellation policy and loss as goodwill
AirCover for guests:: Material defects:: Guest:: Make good
AirCover for guests:: Material defects:: Guest:: Why did I get a coupon?
Disputing a violation of the ground rules for Hosts:: Appeal approved
Disputing a violation of the ground rules for Hosts:: Appeal denied
Disputing a violation of the ground rules for Hosts:: Request documentation
Disputing a violation of the ground rules for Hosts:: Appeal denied:: Response to pushback
Disputing a violation of the ground rules for Hosts:: Payout processed for lost income
Disputing a violation of the ground rules for Hosts:: Deny additional payout for lost income
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