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Traveler Care Policy

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Questions and Answers

When is a traveler considered stranded according to the policy?

If the traveler is due to check-in on their scheduled reservation date but encounters unforeseeable circumstances (correct)

If the traveler is unable to reach the property owner by phone or email at any time

If the partner cancels the reservation more than 24 hours before check-in

If the traveler has not yet sent payment for their reservation

What is the partner's obligation regarding the remainder of the reservation stay dates?

To honor the remainder of the reservation stay dates (correct)

To cancel the reservation if the traveler is stranded

To provide a full refund to the traveler

To contact the traveler to discuss possible alternatives

What is the definition of a stranded traveler?

A traveler who has not yet paid for their reservation

A traveler who has contacted the partner to request a refund

A traveler who has already checked-in to their reservation

A paid traveler who is unable to access the property due to various reasons (correct)

What should a Traveler Care agent do if a guest contacts them to report an owner has not yet sent them property access information?

Send the host the email template Owner - Send Property Access Instructions Signup and view all the answers

What happens if the call is dropped during the conversation with a stranded traveler?

The agent should follow the Dropped call process in Call Handling Guidelines Signup and view all the answers

What is the timeframe for considering a traveler stranded if the partner has not sent them property access information?

Within 72 hours of check-in Signup and view all the answers

What should Traveler Care review if a traveler is considered stranded but a case for the Guarantee team is not created?

The host's account for previous stranded traveler cases Signup and view all the answers

What should associates do PRE-STAY if they cannot contact the owner?

Leave a voicemail and send the owner an automated email Signup and view all the answers

What should be done if the owner is unresponsive after check-in?

Start rebooking by looking for properties and calling partners Signup and view all the answers

What should be reviewed if the reservation is less than 24 hours away from check-in?

BWC eligibility Signup and view all the answers

What should be done if the account is flagged as Substandard?

It doesn't necessarily mean they can't stay at the property Signup and view all the answers

What should the traveler do if the partner has gone bankrupt?

Follow the guidance in Traveler Care Team - How to handle travelers impacted by partner bankruptcy Signup and view all the answers