Airbnb

How to find customer's booking and contact the customer

  1. Details: How to find customer's booking information and contact the customer from Airbnb
  2. Expected Action: Log into Airbnb (https://www.airbnb.jp) and look for the information
  3. Tag on FreshDesk: Contact by us
  4. Action Flow: None
  5. Necessary Information: Customer's name, Tour name, and Tour date from Backoffice
  6. Operation Manual:
  1. Message Template: Refer to Outbound

How to refund a customer via Airbnb

  1. Details: How to refund a customer on Airbnb for whatever reason (e.g. Customer had a bad experience)
  2. Expected Action: -Log into Airbnb (https://www.airbnb.com) and access Resolution center (https://www.airbnb.com/resolutions) -Send refund request to Airbnb
  3. Tag on FreshDesk: None
  4. Action Flow: None
  5. Necessary Information: Customer's name, Reference ID, Tour name, and Tour date from Backoffice
  6. Operation Manual:
  1. Message Template: 
Hi,
I would like to refund you for `tour name`, as `state reason`. 
Thank you. 
Best regards,
Magical Trip Support Team

How to cancel a booking via Airbnb

  1. Details: How to cancel a booking on Airbnb for any reasons by MagicalTrip side (e.g. Need to cancel the tour due to bad weather, guide's availability etc.)
  2. Expected Action: Log into Airbnb (https://www.airbnb.com) and access Help center (https://www.airbnb.com/help/contact-us/topic)
  3. Tag on FreshDesk: None
  4. Action Flow: None
  5. Necessary Information: Customer's name, Reference ID, Tour name, and Tour date from Backoffice
  6. Operation Manual:
  1. Message Template: None
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