🔧 Maintenance — help the coordinators close these 4 open · 3 need you to unblock
🆕Cold Storage 415 — keypad not working at check-in
SeriousWhat’s going on Guest Susan Religa can't get in; two back-up codes provided didn't work, guest sent video confirming correct unit.
Guest impact Guest currently locked out, mid-stay (Oct 19-21)
Blocked on Maintenance has not yet been dispatched
Status: Awaiting maintenance to physically check the keypad · Owner: Maintenance coordinators
How you can help: Push maintenance coordinator to dispatch someone today — guest is actively affected.
—Cold Storage 627 — no internet, Google Fiber earliest Nov 2
SeriousWhat’s going on Support confirmed Nov 2 is the earliest available appointment; coordinator to check again for an earlier slot.
Guest impact Unit without internet until fix
Blocked on Vendor (Google Fiber) scheduling constraint
Status: Coordinator following up with support again this morning for a possibly earlier slot · Owner: San Antonio handyman coordinator
How you can help: Consider authorizing an alternate temporary internet solution (hotspot/MiFi) if Vishal wants to avoid the 2-week gap.
🆕Cold Storage 418 — couch stain cleaning approval needed
WarnWhat’s going on Marisol and a guest reported a couch stain; team sourced Sunshine & Suds Cleaning ($125 whole/$75 spot couch clean, $60/room carpet) as a potential new back-up cleaning vendor too.
Guest impact none currently
Blocked on Needs sign-off on vendor spend
Status: Awaiting approval to book the cleaner · Owner: Cleaning coordinators
How you can help: Approve the Sunshine & Suds quote so the couch gets cleaned and the vendor relationship gets tested as a backup.
🆕The Sur 209 — parking hangtag
WarnWhat’s going on Requested replacement hangtag via email; awaiting pickup confirmation.
Blocked on Awaiting building reply
Status: Monitoring response for pickup availability · Owner: Maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
—Stripe — no change, routine monitoringn/a
No new Stripe payout/dispute activity beyond the AMEX $60.83 dispute (now 57h) and the $4,944.72 payout for Stylish Sanctuary that arrived today. Nothing else moved.
⬆AMEX $60.83 Stripe dispute (Douglas Schneider)$60.83 (plus $1,681.41 underlying payment disputed)
AMEX dispute against Stylish Sanctuary payment, unanswered 57h, due Nov 11.
—CLSF-06567854 (Bentley) — $750 smoke-odor reimbursement offer$750.00
Airbnb approved $750 (reduced from $1,387.82 requested); needs acceptance reply within 24h or payout auto-processes without our confirmation.
🆕CLSF-06549098 — new claim, payout confirmed paidunspecified
Airbnb AirCover specialist confirmed payout processed; new thread, no action needed beyond logging.
✓CLSF-06543943 (Nick Wierciak bed-frame claim) — Airbnb paid $155 (security deposit deducted)closed
✓CLSF-06567919 (Hugo) — Airbnb closed claim, no documentation ever submittedclosed
🎯 Handling gaps — coach the team 5 open · loss-exposure emails opened but not resolved in our favor
—CLSF-06611855 — smoke odor documentation reminder unanswered
unquantifiedWhat happened Airbnb AirCover is following up asking for payment proof for smoke-odor cleaning; no reply sent yet.
The gap Team has not replied to the reminder despite it being open for 6.3h.
Coach the team Reply with the requested payment proof promptly to keep the claim moving in our favor.
Owner: Guest-comms
—CLSF-06594567 — action-required claim unanswered 32.2h
unquantifiedWhat happened Airbnb sent a reminder that documentation updates are needed to start the claim review; still unanswered.
The gap Opened/read but never replied with the requested documentation.
Coach the team Submit the requested updates immediately — this is a repeated pattern of docs going unanswered past 24h.
Owner: Guest-comms
—CLSF-06601434 — action-required claim unanswered 36.7h
unquantifiedWhat happened Airbnb needs information to review the reimbursement request; thread opened/read but never answered.
The gap Opened/read but never replied with requested documentation.
Coach the team Assign someone to clear the documentation backlog across all open CLSF action-required threads today.
Owner: Guest-comms
—stylish1@ — 11-message Airbnb Support thread unanswered 25.2h
unquantifiedWhat happened Long-running Airbnb Support thread with the guest/Airbnb last to speak, no team reply in this window.
The gap Guest/counterparty spoke last and the thread has sat unanswered per standing recall rule on stylish1@ threads.
Coach the team Reply to close the loop — even a status update prevents this from escalating to an unfavorable Airbnb ruling.
Owner: Guest-comms
🆕Vrbo Resolution Update — HasNotPenaltyBox connection error, Property 4213858
unquantified (listing visibility)What happened Vrbo support explained the listing-connection restriction is tied to a non-waived host cancellation; awaiting our reply/action.
The gap No reply sent 8h after Vrbo's detailed resolution update was received.
Coach the team Review the cancellation history causing the penalty box and respond to Vrbo to get the listing reconnected.
Owner: Guest-comms / Pruth