Notes

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
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-
Social media-
Call structure:-

Opening
Verification
Probing - open an closed ended questions
Paraphrasing
Hold procedure- offering resolution
Summarising
Closing
Resolution Center-
If a user wants to add a new amenity and wants to pay in a secure way with valid documents reflected // monetary platform of airbnb. works even if the host wants to charge an additional amount for the damages. (Note: No request can be raised if passed the timeline of 60 days).
Help Center- LEARNING CENTER ( from where user can fetch answers for his basic inquiries). External platform of AirBnb
Instant Book-
where the reservation is instant and automatically accepted from the 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)
Common Notes-
1. Updating Host calendar/ block & unblock calendar- https://www.airbnb.co.in/help/article/447
2. When you’ll get your refund- https://www.airbnb.co.in/help/article/1967
3. Respond to or dispute reviews- https://www.airbnb.co.in/help/article/2673
4. Connect your Airbnb calendar to other websites- Calendar syncing prevents multiple guests from booking the same dates ( double booking)
5. 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}.
6. Payout reaches the host after 24 hours after check-in.
7. Partial payment can happen but not possible for all listings- depends upon the host’s decision ( PAYLESS UPFRONT)

In case of double booking and cancellation- if the refund for airbnb user is 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.
Epi Center:
Sought of news centre of AirBnb: it is supposed to be looked at when there is any real emergency because of which the reservation is changed or cancelled.
Service Promises: (How to follow and when to follow)
Host our community
Take good care
Make service magical
Help everyone belong
SRO: Safety: call landed right department, Recognition: make user understand you understood concern correctly, Order: tell what I will do (keep it documented).
Types of cancellations-
Cancellation by guest : If the guest cancels the reservation
Cancellation by host: If the host cancels the reservation
Cancellation by admin: ( we can cancel on behalf of host and guest both)

*Emergency Situation- If the guest wants to cancel the reservation but as per booking created, the cancellation policy is strict and only allows 50% refund but there is a hypothetical situation like military order, death or medical emergency, we will need the proper documents over the e-mail and as an exception we can connect with the 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.
HC Coupon:
A coupon which is generated in the guest's profile if the host cancels the booking at the last moment (last 24 hours). It is based upon the reason for cancellation. If a guest applies this coupon on another listing and cancels the reservation from his end then this coupon can not be reused, it will go in vain.
Smart Pricing:
A price which automatically increases and decreases according to the demand (AirBnb AI does it), if a person is confused how the price has increased or decreased, he might have turned it on. Help him with : https://www.airbnb.co.in/help/search?q=how%20to%20turn%20off%20smart%20pricing
Perks of becoming a “super host”:
Professional photography by AirBnb
Top listed listing in search results of the area and amenities
AirLocks:
Party prevention Airlock. Example:1 room booked for 12 people. If anyone does this, the person is not able to proceed further with the booking. Of the listing and if we get such a case which has AIRLOCK on it, we will transfer the case to the “Trust team”.
How to create a listing on AirBnb as a Host: https://www.airbnb.co.in/help/article/1336
Difference between credits & coupons:-
* COUPON- coupons value cannot be broken for multiple bookings and can only be used for creating one reservation, if the user cancels 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.