What happened Airbnb opened a new reimbursement claim requiring updated documentation; thread sitting unread 4.7h with no reply.
The gap No reply yet to a fresh action-required request; risk of the same denial pattern seen on other CLSF cases (missed docs/deadlines).
Coach the team Reply promptly with requested documentation before Airbnb's review window lapses; don't let it sit past a few hours given the pattern of denials on similar threads.
What happened Airbnb Support is reviewing a reimbursement request to Eric; last message from them awaiting our reply, unread 4.6h, team never replied.
The gap Thread opened/read but no team reply on file; no evidence anyone is tracking it to close.
Coach the team Confirm status of Eric's request in Guesty and follow up with any supporting docs; don't let 'we'll be in touch soon' threads go untouched.
What happened Similar in-review Airbnb reimbursement thread to Taylor, unread 5.0h, no team reply.
The gap Opened but not replied to; risk of falling into the same declined-to-pay pattern already seen elsewhere.
Coach the team Check in on Taylor's request status and respond with any needed documentation rather than letting it sit.
What happened Airbnb reviewing our reimbursement request to Vianey Andrea; now 43.3h since last message, no reply on file.
The gap 24h response clock long expired with no team follow-up visible.
Coach the team Chase Airbnb Support for status or supply additional documentation; track against the 24h clock going forward.
What happened Bill was given 24 hours to respond or pay; thread now unread 43.2h, well past the deadline with no visible team follow-up.
The gap Response window elapsed without escalation or a next step logged.
Coach the team Follow up on Bill's non-response and escalate to Airbnb for next steps (payment enforcement or claim closure).
What happened 5-message Airbnb support thread was closed by Airbnb with a final 'policy stands' message; the team never replied at any point in the thread.
The gap Team never engaged before Airbnb closed the case out unfavorably.
Coach the team Even when an outcome looks final, reply to acknowledge and request reconsideration/appeal options before the case is closed — don't let it go silent.
| Item | Status | Trend | Source |
|---|---|---|---|
| CLSF-06388456 — action-required reimbursement claim | Second action-required reminder unanswered, now 36.7-49.8h across mailboxes, denial risk rising | ▲ | Link ↗ |
| Debbie Hodgkins Vrbo cancellation (HA-a8QVTWn) | Duplicate cancellation request emails piling up unread across both inboxes, ~28.6h+ | ▲ | Link ↗ |
| Marriott — Access Administrator designation notice | Still unread, now ~32.9h | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 10 | Sabrina tow, Vianey Andrea, Bill, CLSF-06388456, CLSF-06399263, Debbie Hodgkins cancellations, Marriott Tyrone follow-up, Jhaniya/Sky reimbursements | |
| Maintenance coordinators | 6 | Kota North 1010 lock, Meridia 507 lock, Reunion 309.1 washer, Vue 227 shower door, Inwood 4316 blinds |