🔧 Maintenance — help the coordinators close these 3 open · 1 need you to unblock
🆕Cold Storage 627 — no WiFi, Google Fiber account not found
SeriousWhat’s going on Coordinator on hold with Google Fiber support trying to recover account login; support cannot find a service account for the unit's address, earliest appointment offered is Nov 2.
Guest impact Unit currently has no WiFi at all
Blocked on Google Fiber support unable to locate account / earliest slot 2 weeks out
Status: escalation requested; coordinator to call back Monday and push for an earlier date, also raising at weekly meeting · Owner: San Antonio handyman coordinator / James
How you can help: Approve escalation path (e.g., alternate ISP/hotspot) if Google Fiber doesn't move the date up
🆕Asteria 203 — master sink/tub not draining properly
WarnWhat’s going on Cleaner's report flagged slow drains in both the master sink and tub.
Guest impact Guest in-unit, minor inconvenience
Blocked on awaiting guest PTE
Status: PTE requested from current guest before sending maintenance · Owner: Maintenance coordinators
🆕Meridia 507 — dishwasher leaking, door/bottom rack issue
WarnWhat’s going on Leak during wash cycle plus a door/rack mechanical issue flagged by cleaner.
Guest impact New guests checking in tomorrow, no maintenance access today
Blocked on PTE timing
Status: Ticket filed; PTE declined today but approved starting tomorrow, noted call-first for new check-in · Owner: Maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
—Stripe disputes — status check (per standing instruction)$60.83 + $341.44 open
AMEX $60.83 dispute (Douglas Schneider/Stylish Sanctuary) unanswered ~19h, due Nov 11. Wells Fargo $341.44 fraud dispute unanswered ~65.9h, decision due Nov 25. No change in outcome this window on either — both still need evidence submitted.
🆕CLSF-06567854 (Bentley) — $750 reimbursement offer, 24h to accept$750
Airbnb offered $750 for smoke odor claim (below the $1,387.82 requested); need to accept within 24h of the offer or it may lapse.
—CLSF-06549098 (Bentley) — $402.50 payout processed$402.50
Airbnb confirms processing the $402.50 payout — same parking-pass claim already closed favorably in the ledger; no action needed.
🎯 Handling gaps — coach the team 6 open · loss-exposure emails opened but not resolved in our favor
⬆CLSF-06567919 (Hugo) — Airbnb closed the claim, no reply from us
unspecified patio-chair claim amountWhat happened After our team never replied to repeated documentation requests, Airbnb's specialist sent a final message closing the request and correspondence.
The gap Opened/read with no reply for ~22h+ across the thread's life; Airbnb closed the request as abandoned.
Coach the team Any 'documentation requested' claim needs a same-day reply with the photos/receipts requested — set a same-day SLA for action-required claims.
Owner: Guest-comms
⬆CLSF-06571389 (Jalonni) — confirmed closed against us, no reply ever sent
unspecifiedWhat happened Airbnb's final message confirms the claim is closed because our team never responded after multiple outreach attempts by email and message.
The gap Never replied despite repeated specialist outreach.
Coach the team Route all unread action-required claims through a daily triage list so none age past 24h unanswered.
Owner: Guest-comms
🆕CLSF-06543730 — floor lamp claim stalled, timestamped photos requested
unquantifiedWhat happened Specialist asked for timestamped before/after photos of the floor lamp to proceed with evaluation; thread previously considered dormant but is now active again with no reply on file.
The gap Opened/read 23h+ with no documentation sent back.
Coach the team Pull the requested timestamped photos from Ring/cleaner records and reply within the window given.
Owner: Guest-comms
🆕Reservation GY-G9BX6pcD — guest check-in time confirmation unanswered
unquantifiedWhat happened Guest confirmed an expected 4-5PM check-in; message has sat unanswered 25.8h.
The gap Simple confirmation reply never sent, risking a guest arriving with no acknowledgment.
Coach the team Acknowledge check-in-time messages same day, even a one-line confirmation.
Owner: Guest-comms
🆕Terquoise Nelson (Booking.com) — ESA refund request unanswered
unquantifiedWhat happened Guest cannot bring her emotional support animal under our no-pet policy and is asking for a partial refund or penalty-free cancellation; no reply yet 6.1h.
The gap Opened/read, no reply sent to a direct compensation ask.
Coach the team Respond with policy clarification and a goodwill decision within a few hours to avoid a BDC escalation.
Owner: Guest-comms
🆕Ashkan declined to pay reimbursement request
unspecifiedWhat happened Guest declined to pay; team has until Nov 2 to escalate through Airbnb support.
The gap New decline, not yet actioned.
Coach the team File the Airbnb Support escalation before the Nov 2 deadline.
Owner: Guest-comms
The big issues, explained
🆕Cold Storage 627 — internet account missing from Google Fiber, no WiFi, earliest fix Nov 2
SeriousWhat’s going on Coordinator spent the evening on hold with Google Fiber support trying to log into the unit's Google Home email; support can't locate any service account for the address. Earliest dispatch offered was Nov 2 (two weeks out). Karla told the coordinator to push back, call it an emergency, and raise it at the weekly meeting.
Why it matters Unit currently has no WiFi at all, which affects guest smart-lock/device connectivity and guest satisfaction for an unknown stretch of time.
SSan Antonio handyman coordinatorJJamesNext: Follow up with Google Fiber Monday, escalate as emergency, and raise at the weekly ops meeting as instructed.