What happened A last-minute booking cancellation never reflected on the calendar/tracker, so no cleaner was ever dispatched; the guest arrived to a dirty, damaged unit. The unit's Schlage lock was also never connected and Ring camera had no updates since Aug 4.
The gap No process caught the mis-synced cancellation before guest arrival; team is now scrambling reactively rather than having caught it via calendar/tracker checks.
Coach the team Reservation cancellations must trigger an automatic re-check of the cleaning schedule and calendar sync before check-in day; unresolved Schlage/Ring setups on a unit should be tracked and closed before it goes live for bookings.
What happened A second immediate-action notice for proof of liability insurance has sat 26.5h with no team reply, following a prior notice unanswered for 112.5h.
The gap Team never replied to either notice despite it being clearly action-required and repeated.
Coach the team Submit proof of insurance or respond directly to the leasing office same-day on any 'Immediate Action Required' compliance notice.
| Item | Status | Trend | Source |
|---|---|---|---|
| Reunion 303 unclean-unit crisis | Guest threatening full refund + bad review; no cleaner secured as of last update, guest asked to accept hotel reimbursement and check in tomorrow | ▲ | Link ↗ |
| Skyhouse lease renewal sign window | Closes tonight, still unanswered | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 25 | Reimbursement/dispute/Airbnb claim backlog, Reunion 303 tonight | |
| Maintenance coordinators | 15 | Ongoing unit repair tickets across Kota, Labor, Asteria, Monroe | |
| Karla / ops | 4 | Mayehouse offboarding, Turno suspension, restock tracker | |
| Vishal / ops | 5 | Skyhouse lease, Extra Space Storage, Marriott EID notice |
What’s going on A last-minute booking was cancelled but never reflected in the calendar or reservation tracker, so no cleaning task was triggered. Guest arrived to a dirty, damaged unit. No Tulsa transfer units were available, the assigned cleaner was unreachable, backup cleaners were tied up, and the Schlage smart lock for the unit was never connected. Team is now trying to get any cleaner in tonight or offering a hotel-for-tonight + check-in tomorrow.
Why it matters $841.48 payout at risk plus guest is threatening a public bad review if unresolved tonight; also exposes a process gap where a cancellation didn't propagate to cleaning scheduling.
GGuest-commsCCleaning coordinatorsWhat’s going on Skyhouse Apartments countersigned the lease renewal and separately confirmed it's pending PM approval; both threads have sat 71-72 hours with zero reply from our side, and the original 72-hour signing window closes tonight.
Why it matters Missing the window could jeopardize the lease renewal terms or require restarting the process.
VVishalWhat’s going on A second 'Immediate Action Required' notice for proof of renter's liability insurance has now sat 26.5 hours unanswered, on top of a prior notice that went 112.5 hours.
Why it matters Continued non-response risks formal non-compliance action from the property manager against the lease.
VVishaloops