🔧 Maintenance — help the coordinators close these 4 open · 2 need you to unblock
—Reunion 407 — rooftop access code mismatch
WarnWhat’s going on Called Reunion office, reached an answering service; told a callback would come the next day.
Guest impact guest can't access rooftop amenity
Blocked on waiting on Reunion leasing office
Status: awaiting office callback · Owner: Maintenance coordinators
How you can help: If no callback materializes, Vishal calling the office directly could unstick it.
—Hideaway new units — internet activation stuck (unit 1226)
WarnWhat’s going on Cox support says the account under unit 1226 is active under a different name; owner only reachable via answering machine. Cox gave two paths forward (verification form + lease, or new account).
Guest impact affects internet readiness for new Hideaway units
Blocked on Cox Support / prior account holder unreachable
Status: in progress, blocked on Cox verification · Owner: Maintenance coordinators
How you can help: Approve which Cox path to pursue (verification form+lease vs. new account) so coordinators can move.
—Asteria 113 — multi-issue cleaner report
WarnWhat’s going on PTE requested from guest Oct 13 for the full issue list on the board.
Guest impact guest in-unit, issues unresolved
Blocked on guest hasn't approved PTE yet
Status: awaiting guest PTE approval · Owner: Maintenance coordinators
—Schlage/Ring battery & camera audit 10/12 — multiple units flagged
WarnWhat’s going on Overnight audit found several offline locks/cameras and low-battery devices across the portfolio (e.g. Inwood 3316 and Skyhouse 220 Schlage offline, Labor 1317 Ring not capturing, Kota 1012 Ring not capturing).
Guest impact varies by unit — risk of lockout or blind-spot on security footage
Blocked on none — just needs device swap/charge/reconnect
Status: forwarded to coordinators for action · Owner: Cleaning/maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
🆕Stripe — $1,966.56 payout for Stylish Sanctuary$1,966.56
Routine payout notification, arriving Oct 13 — no action needed.
⬆Stripe — Stylish Sanctuary evidence due today (Oct 13, 7:59:59 PM)unspecified
Evidence still not submitted; reminder sat unread 72.9h. Nothing changed since last run except the deadline is now today — caveat: unread email doesn't always mean unhandled, but this is a hard Stripe deadline with no visible dashboard activity.
✓Stripe — lost $45 dispute (Liz Franklin)closed
✓Three Amigos Cleaning invoice #000064 ($696.36) — paidclosed
🎯 Handling gaps — coach the team 4 open · loss-exposure emails opened but not resolved in our favor
🆕Monica declined-to-pay reimbursement — unactioned
unquantifiedWhat happened Guest Monica declined the reimbursement request via Airbnb; Guesty notice sat unread 2.2h and counts toward the Oct 27 escalation window.
The gap Read/unread but no reply or escalation yet; needs to be pushed to Airbnb Support to keep the damage-protection claim alive.
Coach the team Escalate via Airbnb Support before Oct 27 if Monica continues to decline; don't let the window lapse.
Owner: Guest-comms
🆕Viktor declined-to-pay reimbursement — unactioned
unquantifiedWhat happened Guest Viktor declined to pay reimbursement; notice open/read but no reply, 15.9h since the original request sent.
The gap No escalation filed yet; Oct 27 window ticking.
Coach the team Escalate to Airbnb Support ahead of the Oct 27 deadline.
Owner: Guest-comms
⬆Michael Solomon (Vrbo) — compensation question unanswered
unquantifiedWhat happened Guest followed up asking "so no compensation for the inconveniences?" with no reply from the team, now 19h.
The gap Thread opened/read, guest spoke last, no reply sent.
Coach the team Send a direct reply addressing the compensation question one way or the other — silence reads as stonewalling to the guest and to Vrbo.
Owner: Guest-comms
—Djebar Ouaret BDC overcharge claim — 24h clock running, unanswered
$45What happened Booking.com requested a review/response on a $45 overcharge claim within 24h; still unanswered.
The gap Action-required notice not yet actioned inside the response window.
Coach the team Review the claim and respond (refund or dispute) before the 24h window and 3-day refund deadline lapse.
Owner: Guest-comms
⏱ Team performance
✓ Overnight agent (SOD/EOD checklist) Completed the full overnight checklist (04:00–12:02) — GC comms, battery/camera audit, SuiteVerify follow-ups, check-in instructions, payment verification, ECI/LCO, DOOR/Geokey checks, guest vetting — all logged with done confirmations.
✓ Guest-comms agent on shift Handled Inwood 4316 check-in instructions, parking registration, stay-extension and vehicle update promptly within minutes in #operations overnight.