What happened Airbnb specialist asked for updated documentation for this reimbursement claim; email has sat unread for 1.5–3.6h across two related messages.
The gap Team has not opened/replied to the documentation request yet.
Coach the team Reply with requested docs promptly — Airbnb claim specialists give limited windows before denying or closing claims for non-response.
What happened Airbnb specialist requesting more documentation for a property damage/cleaning claim (guest Ali); unread ~4.2h, and a related initial review email also unread.
The gap No reply sent to satisfy the documentation request.
Coach the team Assign a guest-comms agent to pull and submit required documentation before Airbnb's review window closes.
What happened Airbnb said the $200 reimbursement qualified for payment, then sent a follow-up action-required doc request 4.4h ago that's gone unanswered.
The gap No reply to the doc request despite the payout otherwise being secured.
Coach the team Quickly confirm/submit the requested info so the approved $200 payout isn't held up or reversed.
What happened Guest Kristen never responded to the reimbursement request; Guesty gives until Sept 15 to escalate to Airbnb Support for Host Damage Protection consideration, but the notice sits unread/unactioned.
The gap No escalation to Airbnb Support has been filed yet ahead of the Sept 15 deadline.
Coach the team File the Airbnb Support escalation now rather than waiting until close to the deadline.
| Item | Status | Trend | Source |
|---|---|---|---|
| Schlage account lockouts recurring | Second lockout incident overnight after last week's mass lockout; resolved in ~30 min again but pattern suggests underlying account-stability issue. | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 6 | Multiple Airbnb reimbursement/claim threads, Generali claims, Marriott instay follow-up | |
| Maintenance coordinators | 4 | Asteria 213 lock replacement, Reunion 303 door latch, COX portal access, various tickets |
What’s going on GC and ops were locked out of the Schlage app again around 2:53 AM with 'invalid username or password'; Reunion 303 guest was stuck outside during the outage. Password was reset, but the Suiteop-Schlage account sync broke (Vue 104 and Inwood 4316 lost property allocation) and had to be manually fixed.
Why it matters This is the second Schlage lockout in recent weeks; guests are getting stranded outside units during the outage window, and the fix requires manual re-linking each time.
MMaintenance coordinatorsSSupport-operationsWhat’s going on COX portal login issues blocked reconnecting the lock; team eventually got in after multiple tries but determined the lock itself has been disconnected for a while. A replacement was ordered with ETA tomorrow.
Why it matters Guests at this unit have had reduced access reliability; cost comparison needed between cleaner install rate and handyman rate before proceeding.
MMaintenance coordinators