12 Questions
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
What is the partner's obligation regarding the remainder of the reservation stay dates?
To honor the remainder of the reservation stay dates
What is the definition of a stranded traveler?
A paid traveler who is unable to access the property due to various reasons
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
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
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
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
What should associates do PRE-STAY if they cannot contact the owner?
Leave a voicemail and send the owner an automated email
What should be done if the owner is unresponsive after check-in?
Start rebooking by looking for properties and calling partners
What should be reviewed if the reservation is less than 24 hours away from check-in?
BWC eligibility
What should be done if the account is flagged as Substandard?
It doesn't necessarily mean they can't stay at the property
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
Learn about the process Traveler Care agents follow when assisting stranded travelers before or during their stay. Understand the rules and conditions for rebooking and cancellations.
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