🔧 Maintenance — help the coordinators close these 5 open · 1 need you to unblock
🆕Asteria 235 — roach complaint, pest control pending
SeriousWhat’s going on Guest (Nakhyia Wright) reports roaches coming out of walls; coordinator requested photos/video, PTE awaiting response, called Asteria building (no answer), emailed Eddie directly.
Guest impact Guest currently in-unit through Oct 15 dealing with pest issue
Blocked on Building/pest-control vendor response
Status: PTE pending; email sent to building contact Eddie since phone unanswered. · Owner: Maintenance coordinators
How you can help: If Eddie doesn't respond by tomorrow, Vishal may need to authorize direct pest-control dispatch without PTE sign-off.
—The Vue 437 — tub refinishing, washer door broken
SeriousWhat’s going on Separate gas-smell incident in the hallway was handled same-day via emergency maintenance; underlying tub/washer repair still open.
Guest impact unclear
Blocked on Vendor scheduling
Status: No update this window on tub/washer repair itself. · Owner: Maintenance coordinators
—Cold Storage 318/415 — table assembly
WarnWhat’s going on Building (Jayden) moved the replacement table into the leasing office but it's only accessible during office hours.
Blocked on Office-hours access window
Status: Table in office; coordinators asked to inform the HM to pick it up outside office hours via Brivo + unit code. · Owner: Maintenance coordinators
🆕Labor 1321 — access items not yet returned
WarnWhat’s going on Guest confirmed they'll return access items (likely keys/fobs) tonight.
Blocked on Guest compliance
Status: Awaiting guest follow-through tonight; coordinators to monitor. · Owner: Maintenance coordinators
⬆Hideaway 1182 — pest control confirmed, unit blocked
WarnWhat’s going on Pest control scheduled for Oct 20; unit remains blocked tonight per Vishal's instruction, so cleaning is deferred to tomorrow.
Guest impact Unit blocked tonight, no guest impact if vacant
Blocked on Pest-control schedule
Status: Cleaning rescheduled to tomorrow; pest control confirmed for Oct 20. · Owner: Cleaning / Maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
—Stripe — ongoing dispute/payout activity (standing update)n/a
$1,225.44 Stylish Sanctuary payout arrived as scheduled Oct 14. $28.87 Expedia VirtualCard dispute auto-resolved against us (timed out, never answered). Oct 5/Oct 13 Stylish Sanctuary evidence-due disputes remain open per ledger — no new movement this window.
✓CLSF-06557184 — $402.50 payout processed$402.50
Airbnb approved and paid out the parking pass/tag claim, with a coaching note to hand access items to guests in person going forward.
✓CLSF-06557184 — Airbnb paid $402.50 for missing parking pass/tagclosed
🎯 Handling gaps — coach the team 5 open · loss-exposure emails opened but not resolved in our favor
⬆Vrbo cancellation HA-WSygcvf — unanswered 20.9h+
Full 7-night Vrbo booking refund exposureWhat happened Guest requesting cancellation due to family death; no reply/decision in either inbox.
The gap Opened/read in both inboxes but never replied or actioned in Guesty.
Coach the team Vrbo cancellation requests need a same-day approve/decline — assign explicit ownership so these don't sit across two inboxes.
Owner: Guest-comms / Pruth
🆕Stylish1 — Stylish 2BR Getaway ASU (Sep 25-28) thread unanswered
unquantifiedWhat happened Guest's last message sat 3.2h with no team reply; thread is otherwise standard reservation chatter but team never replied.
The gap Team never replied to guest's message in this reservation thread.
Coach the team Guest-comms should clear same-day stylish1 reservation threads before shift handoff.
Owner: Guest-comms
🆕Stylish1 — Pet-Friendly ASU (Oct 8-15) 6-message thread unanswered
unquantifiedWhat happened 6-message thread, last message from guest 3.6h ago, never replied.
The gap Multi-message thread left unanswered.
Coach the team Escalate multi-message unanswered stylish1 threads to a named agent same-shift.
Owner: Guest-comms
🆕Stylish1 — UTSW Townhome (Sep 22-28) thread unanswered 40.3h
unquantifiedWhat happened Reservation thread sitting 40.3h with no team reply.
The gap Long-unanswered reservation thread, risk of guest frustration or late response penalty.
Coach the team Include aging stylish1 threads in a daily unanswered-queue sweep.
Owner: Guest-comms
⬆Michael Solomon — compensation question, 53h unanswered
unquantifiedWhat happened Guest pressed again: 'so no compensation for the inconveniences?' after 4-message thread with no team reply.
The gap Repeated guest follow-ups with zero team reply across 53 hours.
Coach the team Respond with at least a holding message acknowledging the compensation ask even if the final decision is pending.
Owner: Guest-comms