What happened Guest is asking to cancel a Sep 8-12 reservation; duplicate emails have landed in both inboxes and neither has been actioned.
The gap Team never approved/declined the cancellation request despite multiple reminders across two inboxes.
Coach the team Reply/approve or decline the cancellation directly in Guesty within a few hours of a Vrbo cancellation request to protect the cancellation score.
What happened Airbnb's AirCover team requested more information twice on Vianey Andrea's theft/cleaning claim; no reply sent.
The gap Team read the request but never supplied the additional documentation Airbnb asked for.
Coach the team Submit the requested documentation immediately — Airbnb explicitly said review can't start until it's provided.
What happened Marriott flagged that Stylish Stays has only one access administrator on file, below the required two, and needs a nomination.
The gap No reply or nomination sent since the notice arrived.
Coach the team Designate a second access administrator and reply to Marriott Support to close this out before renewal issues arise.
What happened Airbnb confirmed approval of the reimbursement amount; team has not acknowledged receipt.
The gap No confirmation reply sent even though the outcome is favorable — risks appearing unresponsive on file.
Coach the team Send a short acknowledgment reply to close the loop and confirm payout details.
| Item | Status | Trend | Source |
|---|---|---|---|
| Schlage login/lockout incidents | Resolved tonight (password reset, 81 locks reconnected, board updated) but this is the second Schlage access incident this week — underlying account stability is fragile. | — | Link ↗ |
| Airbnb/Vrbo reimbursement backlog | Multiple claims (CLSF-06388456, CLSF-06310832, CLSF-06399263, Bill, Taylor, Eric, Vianey Andrea) sitting unread/unreplied 15-65+ hours | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 10 | Reimbursement claims, Airbnb Support threads, cancellation requests unanswered across multiple properties | |
| Maintenance coordinators | 6 | Kota North 1143 wobbly table, Asteria 117 toilet/fan/light, Monroe connectivity, Inwood alarm, various lock/AC tickets |
What’s going on Multiple team members got logged out of the Schlage lock-management app simultaneously around 7PM; Schlage support had reset the password 3 hours earlier without notice. Team scrambled with 2FA codes before restoring access; ops lead confirmed all 81 locks reconnected by 7:36PM and updated the tracking sheet.
Why it matters A prolonged lockout would have blocked remote lock management across the portfolio, risking guest access issues at check-in/out.
MMaintenance coordinatorsOOps teamWhat’s going on A large batch of Airbnb/Vrbo reimbursement, cancellation, and support threads are sitting unread or unanswered from 5h up to 65+ hours, several past explicit response deadlines (Jose Miguel, Debbie Hodgkins, Bill, CLSF-06388456).
Why it matters Unanswered action-required threads risk claims being decided or closed against us by default, and duplicate guest emails signal poor triage.
GGuest-comms