🔧 Maintenance — help the coordinators close these 2 open
🆕Skyhouse 220 — bathroom ceiling fan dead, tub/shower draining slowly
WarnWhat’s going on Guest reported after Oct 20-22 stay; coordinator will file a ticket and check post-checkout.
Guest impact none — post-stay, will check after checkout
Status: ticket to be filed within the day · Owner: Maintenance coordinators
—Hideaway 1280 / 1182 — post-maintenance/post-clean inspection and restock
GoodWhat’s going on Cleaner finished 1280, James inspected; 1182 got a touch-up clean post-maintenance. Supply run (soap, shampoo, toilet paper, laundry pods) needed for 1182/1280/1263; James has no car so cleaning coordinator is buying and dropping off.
Guest impact none — turnover prep for incoming check-in
Blocked on James lacks transport for supply pickup
Status: inspection done, restock being purchased tonight · Owner: Cleaning/Maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
—Stripe — all open disputes, status check~$447.27 across open items
No change this window: Wells Fargo $341.44 fraud dispute still unanswered (~66h, due Nov 25); AMEX $60.83 Douglas Schneider dispute still unanswered (~63h, due Nov 11); Liz Franklin $45 dispute confirmed lost to Citibank ruling. Per standing rule, flagging Stripe every run even with no movement.
—Bently/Charity Airbnb deposit — $650 at risk$650
2-hour Airbnb reply deadline lapsed; deposit could be released to guest without our input.
✓CLSF-06567854 (Bentley) — Airbnb upheld original decision on escalationclosed
🎯 Handling gaps — coach the team 5 open · loss-exposure emails opened but not resolved in our favor
—Bently/Charity $650 deposit dispute — 2-hour deadline blown
$650 depositWhat happened Airbnb gave a 2-hour window to justify withholding the deposit; thread opened/read but never answered, now 13.3h past deadline.
The gap Opened and read but never replied within the stated 2-hour window.
Coach the team Action-required threads with explicit short deadlines need an immediate reply — flag these for same-shift handling, not end-of-day batch processing.
Owner: Guest-comms
—Jerry Losey Expedia waiver — unanswered 7.9h
security deposit + $55 feeWhat happened Expedia asked for reply within one business day on a security-deposit refund waiver; still no reply, and guest is separately demanding a full refund + $55 fee refund.
The gap Action-required Expedia waiver request sitting unanswered past the 1hr coaching threshold.
Coach the team Reply to Expedia waiver requests same-day; silence risks Expedia ruling by default against us.
Owner: Guest-comms
🆕Nancy's review-removal request — unactioned
unquantifiedWhat happened Airbnb opened a review on a 48-hour decision; the team has not replied and the review is still live, stylish1@ inbox.
The gap New stylish1@ thread the team has not touched.
Coach the team Per Vishal's standing recall, surface every unactioned stylish1@ thread even without a dollar figure — respond to review-removal requests promptly to protect ratings.
Owner: Guest-comms
⬆CLSF-06598270 (Todd) — documentation reminder unanswered
reimbursement claim value unspecifiedWhat happened AirCover asked for proof-of-payment/invoice within 24h; now 18.8h unanswered.
The gap Documentation request sitting unanswered, approaching the stated 24h window.
Coach the team Submit requested bank/invoice docs before the 24h window lapses to avoid automatic denial.
Owner: Guest-comms
—CLSF-06611855 — smoke odor documentation unanswered
unquantifiedWhat happened Specialist following up a second time for payment proof on smoke-odor cleaning; now 14.3h unread.
The gap Repeat documentation reminder unread.
Coach the team Reply with the payment proof requested; repeat reminders mean the claim is at risk of denial.
Owner: Guest-comms
The big issues, explained
—Bently/Charity $650 deposit dispute — Airbnb deadline lapsed
CriticalWhat’s going on Airbnb's ambassador gave a 2-hour window to justify withholding a $650 security + fob deposit over missing parking tag/mattress cleaning; the thread was opened/read but never answered, now 13.3h past.
Why it matters Airbnb is positioned to return the full deposit to the guest unilaterally if we don't respond with proof.
GGuest-commsNext: Reply immediately with cleaning-fee/parking-tag evidence or concede; don't let Airbnb rule by default.
⬆CLSF claims documentation backlog across stylish1@
SeriousWhat’s going on At least six active Airbnb reimbursement claims (06598270, 06611855, 06543730, 06557149, 06567854, 06567919) have specialist follow-ups sitting unread/unanswered between 14h and 61.6h.
Why it matters Airbnb's claims process denies reimbursement automatically once documentation windows lapse — several already closed against us this cycle for exactly this reason.
GGuest-commsNext: Clear the stylish1@ claims inbox daily; prioritize ones nearest their documentation deadline.