What happened Guest Bill declined to pay the reimbursement request; Guesty auto-notice says we have until Sept 8 to escalate to Airbnb Support for help, but the team has not replied or opened a support case, now 57.2h since the notice.
The gap Read (opened) but no reply or escalation action taken toward the Sept 8 window.
Coach the team File the Airbnb Support escalation now rather than waiting near the Sept 8 deadline; don't let declined-to-pay cases go stale.
What happened Airbnb sent the request to Shai Yon Jonathan (24h to respond) and separately saved a draft reimbursement form that needed to be finished by Aug 28 to qualify under Host damage protection; both threads sat unread with no reply.
The gap Draft reimbursement never submitted before the Aug 28 deadline — protection window likely missed.
Coach the team Track draft reimbursement deadlines on a calendar/tracker so drafts don't expire unsubmitted; assign an owner per draft the day it's created.
What happened Airbnb denied the request to remove Susannah's review (garage-noise/apartment-safety complaint); the denial email sat unread 4.1h with no reply logged.
The gap Guest-comms recall: any stylish1@ thread where team hasn't replied and guest/Airbnb spoke last counts, even with no dollar figure.
Coach the team Acknowledge denial internally, consider whether grounds exist for a follow-up appeal or drop it, but log a reply so the thread isn't just left open.
What happened Airbnb denied our request to remove Joseph's review; both the 'reviewing' and final denial emails sat unread (19.7h and 16.5h respectively) with no team reply.
The gap Two-stage stylish1@ thread never opened/actioned by the team.
Coach the team Reply to close the loop even on denials — confirms review-removal requests are being tracked to completion, not just fired and forgotten.
| Item | Status | Trend | Source |
|---|---|---|---|
| stylish1@ review-removal denials | Two fresh denials (Susannah, Joseph) plus one favorable removal (Joshua) this window, all initially unread | ▲ | Link ↗ |
| Debbie Hodgkins Vrbo cancellation approval | Now ~90.6h unanswered, up from 52.6h | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 9 | Stripe disputes, review-removal denials (Susannah/Joseph/Joshua), Bill declined-to-pay, Shai Yon Jonathan draft, Debbie Hodgkins Vrbo cancellation, CLSF-06388456, CLSF-06337846 | |
| Maintenance coordinators | 1 | Battery/offline device audit follow-ups (Schlage/Ring), Kota lockbox fix |