12 Questions
What should Traveler Care do if the host is a repeat offender in stranding travelers?
Create a case to Marketplace Operations (MPO) following the standard process
What is the primary situation in which a traveler is considered stranded?
When the traveler is unable to reach the property owner by phone or email
What is the first step in the PRE-STAY process for Traveler Care associates?
Attempt to find instructions
What is the policy if a partner cancels a reservation more than 24 hours before check-in date?
Follow the process for rebooking contacts
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
What should Traveler Care do if the owner is unresponsive after check-in?
Lodge a case and start rebooking
What is the purpose of reviewing the conversation history between the traveler and partner?
To verify the traveler's complaint
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
What should Traveler Care do if the booking was done with a suspected scammer?
Offer rebooking within 30 days of stay
What is an example of unforeseeable circumstances that may cause a traveler to be stranded on the scheduled reservation date?
All of the above
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
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
Learn about the procedures Traveler Care agents follow when dealing with stranded travelers before or during their stay. Understand how to handle cancellations and unforeseen circumstances.
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