What happened New Airbnb claim specialist (Kacey) requesting TV video, technician report, and business documentation; email sits unread ~1.4h.
The gap Not yet read/actioned; standard practice is to reply within a few hours to keep the claim moving before it stalls.
Coach the team Assign to guest-comms to gather the documents requested (video, technician report, company letterhead) and reply within the day.
What happened New ToU includes late-payment interest (1.5%/mo after 30 days) and billing-dispute terms requiring email before due date; sat unread ~16h on both pruth@ and stylish1@ inboxes.
The gap No acknowledgment or review of the new dispute-process requirement (must email support@suiteop.com before due date to dispute).
Coach the team Have Pruth/ops read and note the new billing-dispute email process so future invoice disputes aren't missed by procedure.
| Item | Status | Trend | Source |
|---|---|---|---|
| Skyhouse Apartments lease renewal | Countersigned by PM, still needs Vishal's reply across two threads | ▲ | Link ↗ |
| Inwood on the Park liability insurance notice | ~70.5h unanswered | ▲ | Link ↗ |
| Monroe 5033 AC not working | Maintenance dispatched, part being picked up, guest advised | — | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Maintenance coordinators | 3 | Monroe 5033 AC, Cold Storage 204 dryer filter, Cold Storage 318 window lock — all ticketed today | |
| Guest-comms | 2 | CLSF-06363602 (new claim), Vrbo unauthorized event notice |
What’s going on Property manager has countersigned the lease renewal; a second thread about a September rent issue being resolved also sits unread. Neither has been acknowledged.
Why it matters Risk of missing lease renewal terms or deadlines for the Skyhouse master lease if Enugula doesn't respond.
VVishal