What happened AirGarage sent a full account history rebutting our cancellation claim; we have not replied.
The gap Team opened/read the rebuttal but has not responded in 18.6h despite Vishal's direct instruction to dispute with documentation.
Coach the team Pull the email documentation of our cancellation requests (screenshots referenced in #support-operations) and send a rebuttal today; do not let this sit past 24h.
What happened Airbnb approved $1,491.64 for garage opener + smoke remediation but explicitly excluded an inconvenience fee, citing it's outside eligible losses. Team acknowledged receipt but never pushed back on the exclusion.
The gap No counter-argument was filed disputing the exclusion before accepting the partial payout.
Coach the team When a payout excludes a claimed cost, file a follow-up dispute citing the specific policy clause before accepting, rather than passively acknowledging the reduced amount.
What happened Guesty saved a draft reimbursement request to guest 'Chris' with a stated deadline of August 24 to be considered under Host Damage Protection; that deadline has now passed with no evidence the draft was completed and submitted.
The gap Draft reimbursement was never finished/submitted before the eligibility deadline lapsed.
Coach the team Check Guesty for the Chris draft immediately; if the window truly closed, escalate to Airbnb support for a late-submission exception citing operational reasons, and add expiring drafts to the daily reimbursement check.
What happened Marriott systems support flagged that Stylish Stays has below the recommended number of access administrators, required for EID renewal and systems approvals; this is unread and unanswered at 4.9h.
The gap Action-required notice sitting unread; this is a distinct matter from the resolved Marriott Case 00195423 and needs its own response.
Coach the team Designate a second access administrator per Marriott's instructions before EID renewal is jeopardized.
| Item | Status | Trend | Source |
|---|---|---|---|
| Schlage lock account re-registration | Active incident — units being confirmed unit-by-unit across Kota, Asteria, Westshore, Labor, Inwood/Monroe; no guest access complaints reported yet | ▼ | Link ↗ |
| AirGarage parking dispute | Unreplied 18.6h despite detailed rebuttal from vendor | ▲ | Link ↗ |
| Power outage at ops desk | Team member worked through a power outage on laptop battery most of the afternoon; power restored ~6:14PM | ▼ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 8 | Marriott Jamie Wagner/Tyrone Freeman final-notice replies, CLSF-06388456, CLSF-06310832 Dana, Sabrina tow, reviews (Jaci pending), Ali/Vianey/Sky/M reimbursements | |
| Maintenance coordinators | 3 | Inwood 4316 alarm, Westshore Palms 63 blinds/patio, Asteria 213 lockbox tether | |
| Pruth / ops | 2 | AirGarage dispute, Amazon retrocharge for chairs |
What’s going on After the Schlage account deletion incident, the team spent today re-registering locks unit by unit across Kota, Asteria, Westshore, Labor, and Inwood/Monroe, double-checking each is confirmed in the Schlage app before marking it done on the tracking sheet. No guest access complaints have come in so far today.
Why it matters A mass lockout would strand guests and generate a wave of refund/compensation demands across multiple properties.
OOpsKKarla