What a Reservation!

A busy hotel reception or an Airbnb host assisting a distressed guest in a cozy living room. The scene should portray urgency and empathy, with elements that suggest a variety of guest challenges, such as lost items, safety concerns, and emergency response.

Emergency Response Scenarios

Test your skills in handling unexpected situations that guests may face during their stays. From lost items to safety concerns, this quiz will prepare you for various real-life scenarios.

10 Challenging Scenarios
Realistic Situations to Resolve
Assess Your Problem-Solving Skills

10 Questions2 MinutesCreated by ResolvingIssues215

“I have a check-in tomorrow and I cannot access my account. I received an email in order to follow a procedure but it is already the fourth time I'm doing it and still I'm not able to access it.”

Note: You are unable to help the user satisfy the airlock (2 attempts)

Guest: “I just got back to the listing and my laptop and passport are missing! I need to fly back home in two days! I already talked with my host. What should I do now???”

�We had an issue with the shower and we reported to the host. He said he was going to send a plumber to fix it. I supposed he was going to arrange it with me but when I got back to the listing, I realized both the host and plumber were already inside the apartment. This is unacceptable! What about my privacy?”

Please Help! My guest just checked in and I recognized her! Her picture is on all the news and newspapers! Apparently 2 days ago she was involved in a robbery and a person was also killed! What should I do? Do I need to call the police? Can you help me? I’m attaching the newspaper articles. It’s her! It’s her! I’m sure!

�I did my check in today and while in the bedroom I realized there was a recording device in there. I mean, at the moment I booked the place there was written there was a security camera on the patio and it was fine for me but I didn’t know there were cameras also inside the apartment and especially in the bedroom. I want to leave immediately! ”

�My guests arrived two days ago. Initially everything was fine, they looked like a very nice couple. But yesterday evening I heard them arguing very loudly. This morning I noticed she had a black eye. I think he punched her. What should I do? What if they argue again?”

�My guest just called me and said that one of the guests felt down while getting out of the shower. They brought him to the nearest hospital and apparently he has a broken arm. What should I do?”

�I already called multiple times because I didn’t receive my payout for a reservation last week. You checked already and my payout method was correctly verified and you said as well that you did send the money. There is any pending amount due to Airbnb in my Transaction history. You told me I should have received it within 24 hours because my payout preference is Paypal. I checked also with them again and there is nothing. The problem is on your side! I had enough! If you don’t give my money tomorrow, I will kick out my current guest! I’m not joking at all, You’ll see!”

“I need help, I had just arrived into the apartment and as soon as I got inside, the owner’s dog attacked me! I think it’s dangerous and I don’t feel safe!”

�Hello, I have been staying in this apartment for three day and the owner is not feeding his dog and he’s beating it if he barks to get out of the house. I don’t know what to do, I feel very uncomfortable and I am sorry for the dog. Can you help in any way?”

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