🔧 Maintenance — help the coordinators close these 2 open · 1 need you to unblock
🆕Silo 504 — elevator out of service
WarnWhat’s going on Guest reported the elevator is out of service; coordinator called both building lines with no answer and followed up by email.
Guest impact Guests must use stairs until repaired
Blocked on Building unresponsive by phone
Status: Email sent to building, awaiting reply · Owner: Maintenance coordinators
How you can help: If building doesn't respond by morning, Vishal may need to escalate directly with the property manager
⬆The Vue 104 — garbage disposal not working, re-clogging sink
WarnWhat’s going on Cleaner reports the garbage disposal (previously tagged fixed) is not working and may be causing the sink to clog again; guest is now asking for an update.
Guest impact Guest in-unit asking for update
Blocked on Awaiting building/vendor response
Status: Ticket filed via Blair, email sent to building office · Owner: Maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
—CLSF-06622349 (Ashkan) — $202.50 reimbursement paid, docs now requested$202.50 paid / docs needed to avoid reopening
Airbnb already paid the reimbursement but is now asking for documentation; opened/read, no reply in 10.6h+.
✓CLSF-06567854 (Bentley) — $750 reimbursement paid$750.00
Airbnb processed the $750 smoke-odor reimbursement payout; ledger item now shows resolved.
✓CLSF-06567854 (Bentley) — $750 reimbursement accepted and paidclosed
✓Nancy's review-removal request — Airbnb confirmed removal, closed favorablyclosed
🎯 Handling gaps — coach the team 7 open · loss-exposure emails opened but not resolved in our favor
—Rachel cancellation-exception request — unanswered, deadline tomorrow 1PM CDT
unquantified (reservation value)What happened Guest asking for an exception to cancellation policy, opened/read but no reply; deadline is 2026-10-23 1PM CDT.
The gap Opened/read but not replied with 4.3h+ sitting and deadline <24h away
Coach the team Reply before the stated deadline with a clear accept/decline on the exception to avoid a forced Airbnb ruling.
Owner: Guest-comms
—Alexis $300 payment request — unread, deadline Oct 24 6PM CDT
$300What happened Guest disputes a date discrepancy over an additional $300 charge request; still unread.
The gap Thread unread with a stated deadline inside 48h
Coach the team Review and respond before Oct 24 6PM CDT; note multiple unresolved requests can trigger account review.
Owner: Guest-comms
—CLSF-06598270 (Todd) — documentation requested, unanswered
unquantifiedWhat happened Airbnb asked for bank/credit card statement + invoice to support the reimbursement claim; opened/read, no reply ~19-43h.
The gap Opened/read, requested documentation never sent
Coach the team Pull the requested bank/credit card statement and invoice and submit within Airbnb's window.
Owner: Guest-comms
—CLSF-06601434 — reminder on action-required documentation, unanswered
unquantifiedWhat happened Reminder sent that updates are still needed to start the review; opened/read, no reply ~22.7h.
The gap Opened/read but requested updates never submitted
Coach the team Submit the requested documentation updates promptly to avoid the claim stalling or closing against us.
Owner: Guest-comms
—CLSF-06622349 (Ashkan) — paid, now documentation requested
$202.50 already paid, at risk of reopeningWhat happened Airbnb already paid $202.50 but is now asking for info to avoid reopening the claim; opened/read, no reply ~20.6h.
The gap Opened/read but no reply to the follow-up documentation request
Coach the team Send the requested info quickly so Airbnb doesn't reopen or claw back the paid reimbursement.
Owner: Guest-comms
—Marriott EID expiration notice — action required, unanswered
unquantified (access risk)What happened Marriott automated notice that one or more Enterprise IDs will expire within 10 days; two copies unread/opened, no reply.
The gap Action-required notice sitting 8.9-33h with no response
Coach the team Designate/renew the access administrator EIDs via the Marriott Identity Portal before the 10-day window lapses.
Owner: Vishal / ops
—Jerry Losey — waiver + $55 fee refund demand, unanswered
$55 + security deposit waiverWhat happened Guest now also directly demanding the $55 damage/enugulaestate fee refund on top of the unanswered deposit-waiver request from Expedia; thread sitting ~28-32h.
The gap Opened/read, Expedia's one-business-day reply window has lapsed without a response
Coach the team Reply to Expedia's waiver request within their stated SLA and address the guest's direct $55 demand.
Owner: Guest-comms
⏱ Team performance
✓ A guest-comms agent on shift Worked through the 18-checkin pre-check-in call list, reaching Sally Valencia, Zach Hardin, Kerrie Capraro and Lisa Erickson directly, and followed up by text on the remaining voicemail cases through 9:27PM.
✓ A maintenance coordinator Called the Silo building twice, then emailed when calls went unanswered, and kept the thread updated in real time on the elevator outage.