🔧 Maintenance — help the coordinators close these 5 open
🆕Cold Storage 627 — all devices offline
WarnWhat’s going on Cleaning coordinator flagged all devices offline in the unit; maintenance coordinator acknowledged and will check.
Guest impact unclear, under review
Blocked on awaiting maintenance diagnosis
Status: being checked by maintenance · Owner: Maintenance coordinators
🆕Reunion 309.1 — dryer blowing cold air only
WarnWhat’s going on Guest Maria Ambriz reports dryer not drying clothes after trying all cycles; PTE approved, ticket to be filed.
Guest impact guest in-unit, inconvenienced mid-stay
Blocked on ticket filing in progress
Status: PTE approved, ticket pending · Owner: Maintenance coordinators
—Labor 1417 — ticking/tapping sound in laundry area
WarnWhat’s going on Guest not using washer/dryer, prefers fix after checkout today; ticket was filed same day per SOD.
Guest impact deferred to post-checkout, minimal
Status: ticket filed · Owner: Maintenance coordinators
—Inwood Park 2411 — coffee maker dead
WarnWhat’s going on Claudia asked to deliver Keurig; coordinator sent a follow-up to confirm delivery.
Guest impact minor amenity gap
Blocked on awaiting delivery confirmation
Status: replacement in transit, follow-up sent · Owner: Maintenance coordinators
—Asteria 203 — master sink/tub not draining properly
WarnWhat’s going on New guests currently in unit; need to request PTE before filing a ticket.
Guest impact guest in-unit, workaround pending
Blocked on PTE / guest availability
Status: awaiting PTE request · Owner: Maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
⬆Stripe disputes — status check (always-on per standing rule)$60.83 + $341.44 open; $45 + $28.87 lost this period
New AMEX $60.83 dispute (due Nov 11) and Wells Fargo $341.44 fraud dispute (due Nov 25) both unanswered. Liz Franklin $45 and Expedia VirtualCard $28.87 disputes confirmed lost (timed out / cardholder ruling). Nothing resolved in our favor this window.
⬆Inwood renters insurance / proof of liability noticen/a — compliance exposure
Now 70.5h+ unanswered, 3-message thread, building escalating.
✓Stripe $28.87 dispute (Expedia VirtualCard) — timed out, lostclosed
🎯 Handling gaps — coach the team 6 open · loss-exposure emails opened but not resolved in our favor
🆕Stripe AMEX $60.83 dispute — unanswered 15h
$1,681.41 disputed payment + feesWhat happened Customer disputes a $1,681.41 Stylish Sanctuary payment as 'credit not processed'; no team reply yet.
The gap Dispute opened, no response submitted yet despite Nov 11 deadline being weeks out — should start evidence prep now.
Coach the team Pruth/ops to begin gathering evidence (refund records, correspondence) well ahead of the Nov 11 deadline rather than waiting.
Owner: Pruth / ops
⬆CLSF-06567919 (Hugo) — Airbnb closed claim after no reply
unquantified — claim lostWhat happened Airbnb's AirCover specialist closed the patio-chair reimbursement request citing no response from our team.
The gap Thread sat unanswered despite multiple specialist follow-ups asking for documentation; claim closed against us.
Coach the team Guest-comms should respond to documentation requests within 24h and request reopening since the claim may still be eligible.
Owner: Guest-comms
🆕CLSF-06567854 (Todd) — $750 reimbursement offer sitting unanswered
$750 offer at risk of auto-accept or lapseWhat happened Airbnb offered $750 (reduced from $1,387.82 requested) for smoke odor claim; 24h acceptance window running, no reply yet 6.4h in.
The gap Team has not acknowledged the offer; risk of missing the 24h reply window.
Coach the team Guest-comms reply to accept or counter the $750 offer before the 24h window lapses.
Owner: Guest-comms
—CLSF-06598270 (Todd) — reimbursement claim under review, no reply
unquantifiedWhat happened Airbnb AirCover specialist confirming receipt and requesting documentation; thread has 2 messages, no team reply, 8.3h.
The gap No documentation submitted yet despite specialist actively reviewing.
Coach the team Guest-comms to submit photos/documentation promptly to keep the claim moving in our favor.
Owner: Guest-comms
🆕Airbnb customer support — Juan Pablo cancellation/full refund (Dana)
full reservation refund, unquantifiedWhat happened Airbnb unilaterally cancelled a reservation with full refund citing cleanliness/AC complaints, calendar not blocked; thread unread 1.7h.
The gap Unilateral resolution already issued before our team could respond or dispute.
Coach the team Guest-comms should review and push back if the resolution misrepresents the unit condition, and request documentation of the claimed AC issue.
Owner: Guest-comms
⬆Inwood on the Park — proof of liability insurance final notice
lease compliance exposure, potential penaltyWhat happened Building's third notice (3-msg thread) demanding proof of insurance; 70.5h unanswered.
The gap Action-required final notice sitting unanswered well past the ~1h threshold.
Coach the team Ops/Vishal to submit proof of insurance or confirm policy status with the building immediately.
Owner: Vishal / ops