Notes

Airbnb Community:-
1.guest
2.host
3.support

Airbnb Team:-
Ce- community education- when traveler have queries related to account ----------- >
R1- creating reservation till check-in ( any query is handled by us)---------------------> COMMUNITY SUPPORT
R2- after check-in ( cases will be taken care by R2)-------------------------------------->
payments- details and bifurcation of payment module needed by users
safety- complaints related to personal security threat
photo-

1st week- on-boarding
2nd week- community education
3rd week- Resolution 1
4th week- applied learning
NESTING- 1 month- 90% calls rest chat// side by side call barging- 85% needed in quality parameters

Call structure:-
1.opening
2.verification
3.probing - open an closed ended questions
4.paraphrasing
5.hold procedure- offering resolution
6.summarizing
7.closing

*RESOLUTION CENTER- if a user wants to add new amenity and wants to pay in a secure way with a valid documents reflected // monetary platform of airbnb. works even if host want to charge a additional amount for the damages

*HELP CENTER- LEARNING CENTER ( from where user can fetch answers for basic inquiry)



= INSTANT BOOK- where the reservation is instant and automatically accepted form host without any waiting period, if the guest accepts the house rules and terms.



=REQUEST TO BOOK- where the reservation is not instant or automatically accepted form host ( waiting period is there as the host will select whose reservation will be accepted) // have 24 hours to accept or automatically declined




1. Updating your Host calendar/ block and unblock calendar- 447
2. When you’ll get your refund- 1967
3. Respond to or dispute reviews- 2673
4. timeline of refund
5. Connect your Airbnb calendar to other websites- Calendar syncing prevents multiple guests from booking the same dates ( double booking)
6. double booking// CALENDAR SYNC

*HOW TO DELIVER- I hope you're aware about calendar sync- you must have aligned the similar calendar opening for both hospitality platforms which is leading to double booking.


*In case of double booking and cancellation- if the refund for airbnb user is been successfully initiated in case of double booking, then alternate booking can be created benefits- booking without funds and once refund received in airbnb wallet money


accordingly with b deducted. If the alternate listing is higher than original , then 200 usd difference amount can be offered as goodwill gesture.

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FEBRUARY 6 2024:-

1.payout reaches to the host after 24 hours after check-in to the host.
2.partial payment can happen but not possible for all listings- depended on host decision ( PAYLESS UPFRONT)


3. removing the review- written confirmation on mail can allow us to remove the review.
4.removing the review for host ( threatening situation)- follow the policy for review removal ( is possible as per policy remove , if not then don't)

* Types of cancellations- cancellation by guest
cancellation by host
cancellation by admin ( we can cancel on behalf of host and guest both)
*Emergency Situation- if the guest wants to cancels but as per booking created the cancellation policy is strict and only allows 50% refund but there is ( military order, death or medical emergency)// we need docs over mail and as a exception we can connect with host requesting full refund. HOST CAN ALLOW FULL REFUND= HOST DECISION HOLDS MORE POWER THAN CANCELLATION POLICY. But if the guest cancels the booking or listing due to any other reasons, we need to follow policy.


***
hey ishika, hope youre doing good... well you know what i got the job ! its AIRBNB.. YOU MUST BE THINKING WHY AM I SO HAPPY THAT i am a part of airbnb... let me tell you why= AIRBNB is the true definition of turning dreams into reality.
the work culture doesn't only offers inclusivity but also a safe space to explore yourself in a better way. airbnb believes to bridge the gap between community with the essence of acceptance, acknowledgment, love and care.



do you remember when we were kids we used to dream about having a tree house and sipping hot cocoa together.... its airbnb
do you remember during collage days while watching 007 series we used to be enticed with wine yards ....its airbnb
and yes how can i forget you always dreamt of having a romantic walk with your love in paris having cheese .... yes!!! that's airbnb.

airbnb is not only a platform which allows you to select destination but is what connects you to the destination.
***
EXPLORED NOVA KNOWLEDGE

*SERVICE PROMISES:-
host our community
take good care
make services magical
help everyone belong

*SRO- safety ( make user or host feel secure that the call have landed to the right place and person)
recognition ( make user or host understand that resolution will be offered .. with assurity)
order ( letting user know the next step) .. keep it documented!!!
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FEBRUARY 7

*instant book
*request to book
*special offer
* pre-approval

HC COUPON- when the host create last minute cancellation within 24 hours, then not only the user will receive refund as per policy but also host cancellation coupon which can be applied for upcoming reservations. it will be reflected in referral credit and coupon section in accounts.

DIFFERENCE BETWEEN CREDITS AND COUPONS:-
* COUPON- coupons value cannot be broken for multiple bookings and can only be used for creating one reservation, if the user cancel the reservation then the coupon value applied cannot be reactivated or refunded back as coupon again.
* CREDIT- credits value can be broken and divided for creating multiple booking, if cancellation is created the credit amount can be refunded back in account.

NOVA ATRIUM- call authentication is a must.
* in NOVA ATRIUM - one can see number of cases solved over report// can connect internal candidates regarding the transferred cases due to end of shift or glitch// can maintain calendar of things to do // but cannot search profile due to security policy.

*GROUND RULES FOR HOST-

* HOST PROFILE AUTHENTICATION- when you open a account of host or user, and got a call where the user is facing problems on website either admin can become user to check the glitch or share the screen with user.
* SMART PRICING- filter or feature in calendar when the host can turn on smart pricing and the airbnb account will automatically be increasing or decreasing listing pricing ( this feature is useful when host is not active and able to manage changes in prices manually.

*professional photography will be done by airbnb.
*if you are a super host individuals listing will be on top.
* being a super host user receive less or no cancellations and have more than 4.8 star out of 5.

*AIRLOCK- when the airbnb AI automatically locks the reservation as the user is overbooking one room as compared to room capacity.
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* VERIFICATION FORMAT
full name
email
number
dob
mail shared

* WHAT ALL WE CAN ALTER- number of days, listing, no.of guests and prices. ( written confirmation is always needed for changes).
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9 FEB 2024

learnt creating reservation
completed module

*Accessibility Policy for pets- 3 types of pets// we are not allowed to call service dogs as pets, because they are available with user due to disability.
- service animal-
- Emotional part-
- Dangerous and restricted -

when we chat , then the user can see messages on account in messages on airbnb portal// and host can see it in inbox