🔧 Maintenance — help the coordinators close these 3 open
🆕Hideaway 1255 — portable AC in unit, pest control + tub resurfacing requests
WarnWhat’s going on Coordinator confirmed no AC issue reported, but there's an unexplained portable AC unit; building couldn't trace its origin. Ant infestation noted, pest control requested via PTE since a guest arrives tomorrow. Tub resurfacing also requested for the right bathroom.
Guest impact none yet — guest arrives tomorrow
Blocked on Awaiting building's confirmation on the AC unit and guest PTE for pest control
Status: Pest control HO created; tub resurfacing request submitted; building (Linda) checking with her own maintenance on the portable AC · Owner: Maintenance coordinators
🆕Labor 1417 — tapping noise in laundry area
WarnWhat’s going on Guest reports a tapping/hitting noise near the laundry area and refuses to open the closet door out of fear something is inside. Not using the washer.
Guest impact Guest uneasy in-unit, avoiding laundry area
Blocked on Awaiting guest PTE
Status: PTE requested from guest, awaiting response; recommendation made for cleaner to check in person · Owner: Guest-comms / Maintenance coordinators
🆕Cold Storage 627 — toilet paper holder broken
WarnWhat’s going on Guest reported broken bathroom toilet paper holder; photo documentation requested.
Guest impact minor, cosmetic
Blocked on Awaiting guest photo
Status: Ticket requested, awaiting photo · Owner: Maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
🆕Wells Fargo $341.44 fraud dispute (Stylish Sanctuary)$341.44
New Stripe dispute filed by Wells Fargo on behalf of customer Martha Mathers claiming unauthorized purchase; decision due Nov 25.
—Stripe — other open disputes (Chase $75, Stylish Sanctuary evidence-due threads)~$75-120 across threads
No new movement this window on the CHASE $75 or Stylish Sanctuary evidence-due Oct13 threads; still pending resolution per standing Stripe-update rule.
⬆Djebar Ouaret $45 BDC overcharge claim$45
Booking.com final-notice warning, unanswered; if we don't respond BDC will refund and invoice us.
🎯 Handling gaps — coach the team 5 open · loss-exposure emails opened but not resolved in our favor
🆕Wells Fargo $341.44 fraud dispute — unanswered 7.9h
$341.44What happened Stripe dispute from Wells Fargo on behalf of a cardholder claiming a fraudulent charge; no team reply yet.
The gap Thread opened by Stripe, no team reply within the window; evidence submission deadline is weeks out but response should start promptly.
Coach the team Compile transaction evidence (ID verification, booking confirmation, guest communication) and submit via Stripe dashboard well before Nov 25 deadline.
Owner: Pruth / ops
🆕Vrbo unauthorized-event risk notice — Tulsa (HA-eGVur7y)
unquantified — potential listing/account risk if unauthorized event occursWhat happened New high-risk booking flag for a Tulsa property; Vrbo recommends contacting guest about house-party policy.
The gap Notice unread/unanswered within window; no outreach to guest yet.
Coach the team Contact the guest proactively to confirm trip purpose and remind of house rules; document the conversation.
Owner: Guest-comms
⬆Djebar Ouaret $45 BDC overcharge claim — final notice unanswered
$45What happened Booking.com sent a last-opportunity warning that they'll refund the guest and invoice us if we don't respond.
The gap Final notice sitting unanswered 20.3h+; prior reminder also went unanswered.
Coach the team Review the claim now and either dispute with evidence or approve the $45 refund directly to avoid the invoiced penalty route.
Owner: Guest-comms
—CLSF-06567881 — security deposit clarification needed
unquantifiedWhat happened Airbnb asking us to confirm whether a security deposit was collected for Bentley's claim; unanswered since claim landed.
The gap Action-required claim opened/read but no reply logged in this window.
Coach the team Confirm deposit-collection status in Guesty and reply to Airbnb with documentation.
Owner: Guest-comms
🆕stylish1@ — 7-message ASU pool/grill reservation thread unanswered
unquantifiedWhat happened Guest reservation inquiry thread (Pet Friendly 2BR Near ASU) has sat with the guest's message last for 20.9h, never actioned by the team.
The gap Team never replied to guest's most recent message.
Coach the team Reply to the guest promptly; this is exactly the kind of stylish1@ thread Vishal wants surfaced even without a dollar figure.
Owner: Guest-comms
The big issues, explained
⬆Inwood renters-insurance compliance notice still open
CriticalWhat’s going on eRenterPlan/Greystar proof-of-liability notice has now sat unanswered through multiple windows; unclear if docs were ever confirmed received.
Why it matters Lease compliance risk at Inwood on the Park; could escalate to violation/fees.
VVishaloopsNext: Confirm with the leasing office directly whether proof was received; resubmit if not on file.
⬆Vrbo cancellation HA-WSygcvf — decision overdue
SeriousWhat’s going on April Palomares requested cancellation for a family emergency Oct 14; still unapproved in Guesty 58.9h later.
Why it matters Unapproved cancellation requests leave guest in limbo and risk Vrbo scoring/goodwill issues.
GGuest-commsPPruthNext: Approve or decline the cancellation today and reply to the guest.