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Traveler Care: Stranded Traveler Process

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Traveler Care: Stranded Traveler Process

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Questions and Answers

What should Traveler Care do if the host is a repeat offender in stranding travelers?

Review the host's account for any previous communication with the traveler

Contact the traveler to resolve the issue

Create a case to Marketplace Operations (MPO) following the standard process (correct)

Create a case for the Guarantee team

What is the primary situation in which a traveler is considered stranded?

When the traveler encounters unforeseeable circumstances on the scheduled reservation date

When the partner refuses to accommodate the traveler due to last-minute changes

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

When the traveler is unable to reach the property owner by phone or email (correct)

What is the first step in the PRE-STAY process for Traveler Care associates?

Leave a voicemail and send an automated email

Contact the partner

Create an owner case

Attempt to find instructions (correct)

What is the policy if a partner cancels a reservation more than 24 hours before check-in date?

Follow the process for rebooking contacts Signup and view all the answers

What is the obligation of the partner unless indicated in the rental agreement or house rules?

To honor the remainder of the reservation stay dates Signup and view all the answers

What should Traveler Care do if the owner is unresponsive after check-in?

Lodge a case and start rebooking Signup and view all the answers

What is the purpose of reviewing the conversation history between the traveler and partner?

To verify the traveler's complaint Signup and view all the answers

What should be done if a guest contacts Traveler Care to report that the host has not yet sent them property access information and their check-in is within 72 hours?

Send the host an email to remind them of the policy and expectations Signup and view all the answers

What should Traveler Care do if the booking was done with a suspected scammer?

Offer rebooking within 30 days of stay Signup and view all the answers

What is an example of unforeseeable circumstances that may cause a traveler to be stranded on the scheduled reservation date?

All of the above Signup and view all the answers

What process should be followed if the call is dropped during the conversation with a stranded traveler?

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

What should Traveler Care 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