🔧 Maintenance — help the coordinators close these 3 open · 1 need you to unblock
🆕Cold Storage — Brivo access setup replacing GeoKey
WarnWhat’s going on Building moved off GeoKey to Brivo for guest access. Tanya set up the primary account under pruth@, with stylish1@ invited as secondary — but the secondary account can't send guest invitations. Unclear if this is a permissions issue.
Guest impact none yet, but future check-ins depend on resolving invite access
Blocked on Brivo secondary-account permissions unresolved
Status: Flagged as top priority in maintenance EOD; Tanya looking into why secondary account can't send invites. · Owner: Maintenance coordinators
How you can help: Vishal may need to grant/confirm stylish1@ access level on the Brivo account directly with Tanya.
—Labor 1375 — bedroom TV not working
WarnWhat’s going on Cleaner reported TV dead; checked breakers/outlets with no fix. James says he already looked and will grab a replacement from storage. Claim filed for prior guest Ruben Mata Jr.
Guest impact unit usable, TV out
Blocked on waiting on James/handyman to confirm replacement TV placed
Status: Follow-up sent to James to confirm the TV swap; no response yet as of this window. · Owner: James / Maintenance coordinators
🆕Asteria 202 — lockbox beside unit door won't lock
WarnWhat’s going on Guest (Brian Mccall) reports lockbox won't lock; declined to send video, unclear if it was already open at arrival. Guest advised to leave key on kitchen counter in the meantime.
Guest impact guest using workaround (key on counter), no lockout
Blocked on guest has not confirmed lockbox state / sent video
Status: Awaiting guest confirmation; recommendation logged to file a ticket to check the lockbox. · Owner: Maintenance coordinators
🎯 Handling gaps — coach the team 4 open · loss-exposure emails opened but not resolved in our favor
🆕Stripe $28.87 dispute — timed out and lost
$28.87What happened Expedia VirtualCard disputed $28.87 on Sept 2; the response deadline passed with no team action and Stripe auto-resolved it in the customer's favor.
The gap Dispute evidence was never submitted before the deadline.
Coach the team Any Stripe dispute notification needs an evidence submission logged and tracked to its deadline — set a calendar reminder the day it lands, not just on the final notice.
Owner: Pruth / ops
—CLSF-06567881 — action-required claim, deposit clarification unanswered
unquantifiedWhat happened Airbnb asking us to confirm whether the security deposit was already collected from the guest; sitting unanswered 3.1h at time of audit, but deadline for documentation is Oct 13 (today/yesterday).
The gap Simple factual question from Airbnb unanswered despite a tight deadline on the thread.
Coach the team Reply same-day to specialist questions that just need a factual confirmation — these are fast wins that keep claims moving in our favor.
Owner: Guest-comms
🆕stylish1@ — Michael Solomon Vrbo thread, "so no compensation?"
unquantifiedWhat happened Guest pressed a second time on compensation after an issue during their Oct 7-11 stay; thread now 43h unanswered with guest's question sitting as the last message.
The gap Guest's direct compensation question was never answered.
Coach the team Per standing guidance, any stylish1@ thread where the guest spoke last and sat unanswered should be flagged and actioned — answer the compensation question directly, even if the answer is no.
Owner: Guest-comms
—CLSF-06557060 (Dana) — carpet/baseboard documentation still unanswered
unquantifiedWhat happened Airbnb specialist asked for pre-check-in photos/video and a verifiable second invoice; guest disputes the damage entirely. Thread sitting unanswered ~12h with a hard Oct 16 deadline.
The gap Documentation request not yet fulfilled with the deadline approaching.
Coach the team Gather the requested photos/second invoice now rather than waiting until close to the Oct 16 cutoff.
Owner: Guest-comms