What happened Guest requested cancellation of Sep 8-12 stay; request needs approval in the software before it processes, sitting unread on both stylish1 and pruth inboxes 4.6h.
The gap Read/received but no action taken to approve or deny the cancellation.
Coach the team Guest comms should log into Vrbo/Guesty and process or decline the cancellation within a few hours to avoid it auto-escalating or affecting cancellation score.
What happened Airbnb sent a second follow-up requesting more information to process the reimbursement request; thread remains unread at 12.7h/25.8h.
The gap Two consecutive action-required emails have gone unanswered past the 1-hour guideline.
Coach the team Guest-comms should submit the additional documentation Airbnb is requesting today to avoid the claim being closed for non-response.
| Item | Status | Trend | Source |
|---|---|---|---|
| Schlage lock account deleted / mass lockout | Active re-registration in progress — Ledy finishing Skyhouse 425, Marissa finishing Meridia units | ▼ | Link ↗ |
| AirGarage parking billing dispute | Team sent a detailed formal rebuttal disputing all post-May-16 charges; awaiting AirGarage response | ▼ | Link ↗ |
| Hideaway 1031 bedbug treatment | Reinspection confirmed to have occurred today per Burns; awaiting written report | ▼ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 6 | Meridia 911 parking, Debbie Hodgkins cancellation, CLSF-06388456, Sabrina tow, Taylor decline, Chris reimbursement draft | |
| Maintenance coordinators | 3 | Vue 104 dishwasher, Inwood 4316 blinds, Vue 425 sink pipe leak | |
| Karla / cleaning-coordinators | 2 | Schlage lock reconnection, Turno account suspension |
What’s going on Ongoing incident requiring unit-by-unit re-registration of locks across Skyhouse, Labor, Inwood, Cold Storage. Cleaning team (Ledy, Marissa) making steady progress through the list.
Why it matters Guests can be locked out of units until locks are re-registered; risk of check-in failures.
OOpsKKarlaCCleaning coordinators