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).

How to change currency visibility: https://www.airbnb.co.in/help/article/3371
https://admin.airbnb.com/help/article/3037 Find all your reservations as a Host
https://admin.airbnb.com/help/article/1355 As a host, how can I check the status of a reservation?
https://www.airbnb.co.in/help/article/1276 Can only trip planners make changes to the reservations they make for other people?
https://admin.airbnb.com/help/article/50 Modifying a reservation as a Host
https://admin.airbnb.com/help/article/3121 How to alter a reservation
https://admin.airbnb.com/help/article/149 Find your Host's cancellation policy
https://admin.airbnb.com/help/article/990 Host Cancellation Policy
https://www.airbnb.co.in/help/article/3371 Change your payment currency
https://www.airbnb.co.in/help/article/1869 Accessibility Policy
https://www.airbnb.co.in/help/article/241 Safety tips for choosing a place
https://www.airbnb.co.in/help/article/1600 If you’re injured on an Airbnb Experience
https://www.airbnb.co.in/help/article/2868 Rebooking and Refund Policy
https://admin.airbnb.com/help/article/475 Cancellation policies for your listing
https://admin.airbnb.com/help/article/140 Security deposits
https://admin.airbnb.com/help/article/1320 Extenuating Circumstances Policy
https://www.airbnb.co.in/help/article/1516 Change your payout currency
https://www.airbnb.co.in/help/article/280 Edit your account settings

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12 Feb 2024

Revision- USER PROFILE AND RESERVATION PAGE

*If a user has both coupons and credits, they can apply both to the reservation. However, only one coupon can be applied per reservation, while multiple credits can be applied at once.
*When an attempt to book a reservation fails (ex: Failed verification, Denied, No longer possible) and a coupon was applied for the payment, the guest will not lose the coupon and it can be applied for future reservation.The user still needs to add a valid payment method in order to complete the booking even though they’re paying with a coupon.

4 EYE CONSULTATION- when admin issue coupon for 200 usd coupon and we have 2 eye and if we need 400 usd ( means approval with manager) which includes 2 more eyes- called 4 eye consultation.
*manage your space-( when host want to change his listing's amenities)

*COMMUNITY FIRST ETHOS- UPFRONT ASSISTING CE AND R1 RESOLUTION.
* CANCEL STATUS- cancel by guest// host// admin// open// pending// closed// checkpoint- where user or guests needs to complete id verification before booking gets confirmed.

*on cancellation, if host initiated:-
- cancellation fee
-unavailable/ blocked calendar
- public review
- account suspension and deactivation
- loss of super host status

*on cancellation, if admin initiated:-
- a host or guest has confirmed extenuating circumstances
- a host had instant booking on and is uncomfortable with the guest.
- an airbnb bug resulted in an unwanted reservation
- the cancellation was due to legal/ landlord issue.


PRICING COMPONENT- service fee// extra charges// currency and exchange// local taxes// discounts
* extra charges- cleaning fee// pet fee// extra guest fee/ weekend price
* user can pay in local currency
*during festival timing - longer stay discount// early bird discount// new listing promotion// special offer.
* VAT AND OCCUPANCY TAXES// GST, VAT, SERVICE TAX

* 767- RESOLUTION CENTER- expired card// the refund and payout will be offered on the default card no matter even new payout method is added//.
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13 Feb 2024
PRO- HOST- any person who have more than 6 properties and have more more than 1 property registered with project management software simply.
outbound call verification- name of user// disclaimer over call// verify again// refresh the concern for which user connected.

REINSTATE RESERVATION- if user cancel mistakenly then they may call to reinstate ( but there is no such reinstate condition). take written approval from user and host , if they are ready to recreate the same reservation with old price or updated price.
Account authentication
What Co-Hosts can do
Can I split my payouts between different payout methods?
Editing payout settings
Can I split my payouts between different payout methods?
edit the review- timeline is 14 days from check-out-- approval from guest is needed to report and remove the review.

=IF USER WANTS TO REMOVE-take written consent and remove or hide the review.
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FEB 14 2024
-ANATOMY OF CALL- start the call// define the issue// present the solution// wrap the call
-START THE CALL- greet- authenticate- inquire summarize.
2nd part- learn the root cause// understand the impact// confirm the issue
3rd part- explain the applicable policy// propose the necessary action.
4rd part- confirm the next step// offer additional info// end call

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FEB 16 2024

*white glove- people who create a reservation for per night of 400 usd or over// two types of white glove- journalist and stars.
* An economic or financial sanction is a ban or restriction on trade with a specific country, region, entity or (group of) individual(s). In the US, they are called economic sanctions, and in the UK they are called financial sanctions.
*To achieve a political or economic goal, such as policy or regime change.
• As a form of punishment, for example for drug trafficking.

IP blocking and other location controls - no site access allowed when users are located in sanctioned countries.
Payout & Payment geo blocking - Inability to add payment and/or payout methods using financial institutions within sanctioned countries & regions.
Listing blocking - we do not allow Hosts to create listings in sanctioned countries.
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19 FEB 2024
1. difference between resolution and agreement.= if the decision is note been made in settlement situation/ offer the settlement decision which is satisfactory on mutual ground on agreement.
2. The purpose of the Attitude Triangle is to illustrate how one’s behavior cannot exist without both thought and feeling.
3. Safety, Recognition, and Order= safety- connected with the right team// recognition- paraphrase and order- sequence for the resolution.


What are some indicators about how the user is feeling?
# tone of communication
# temper of voice - like panic or anger
#thoughts and feelings

How would you best establish safety for this user?
# letting them know they are connected with the right person
# let the user express the situation without interruptions- once done kindly acknowledge and reflect empathy if needed.
# share positive assurity to assist

How would you best establish recognition for this user?
#probing
#paraphrasing
# appreciating there patience and presence throughout the situation and assure the revert back with best resolution possible

How would you best establish order for this user?
# explain the course of action ( action and reaction)
# estimated TAT for the complete procedure
# what all parties will be included (host/ payment// safety)
# alteration of resolutions if the offered resolution is not accepted by user who contacted.

Once you’ve identified all of these pieces for your scenario(s), move on to crafting an email response to the user.

Dear Shreya,

Thank you for contacting and hope you and your loved ones are doing well!

kindly accept sincere apologies for the inconvenience caused. We regret that you had this experience with us. At airbnb we value your time and are dedicated to resolving the issue for reservation cancellation with refund. Keeping in mind the urgent medical circumstances and the documentation shared, the appeal have already been escalated on priority to the dedicated department. Please expect the best resolution within 24 to 48 hours over registered contact number or E-mail with Airbnb.

we appreciate you being the best part of Airbnb !l
Best Regards,
Nikita