What happened Guest has now sent duplicate cancellation-request emails; both pruth and stylish1 inboxes show it unread at ~24.6h. Vrbo cancellation approvals affect our cancellation score if we don't act.
The gap Repeated action-required emails sitting unread across both mailboxes with no reply.
Coach the team Approve or decline the cancellation within Vrbo/Guesty promptly; a timely response protects the cancellation score regardless of outcome.
What happened Airbnb sent a second request for documentation on the theft/cleaning reimbursement claim; still no reply at ~32.7-45.8h across duplicate reminders.
The gap Two consecutive action-required emails read but not answered with the requested documentation.
Coach the team Pull the requested supporting docs and submit before Airbnb defaults to a denial.
What happened Guest requesting $183.36 for a tow; thread unread at 44.3h with a hard response deadline of Aug 27 5PM CDT.
The gap Action-required request sitting unread well past our normal reply window, now inside the 48h deadline zone.
Coach the team Reply with a decision (accept/dispute) before the Aug 27 deadline to avoid an automatic unfavorable resolution.
| Item | Status | Trend | Source |
|---|---|---|---|
| Hideaway 1031 bedbugs | Live activity confirmed on reinspection; unit blocked until Sept 10, retreatment Mon Aug 31 | ▲ | Link ↗ |
| Schlage account/lockout recovery | Ledy finishing Skyhouse 425, Marissa finishing Meridia; Cold Storage still shopping for affordable handyman | — | Link ↗ |
| Monroe connectivity/maintenance backlog | New: 4945 lost power in bedroom then kitchen; PTE approved, ticket filed and escalated to onsite management | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 15 | Multiple unread reimbursement/dispute threads, Debbie Hodgkins cancellation, CLSF claims, Sabrina tow | |
| Maintenance coordinators | 6 | Asteria 117 combined ticket, Vue 425 leak (resolved), Meridia 507 lock, Monroe 4945 power | |
| Karla / Ops | 3 | Schlage lockout recovery, Turno suspension, LJ attendance plan |
What’s going on Reinspection by Burns found live bedbug activity behind the headboard in bedroom 1 despite earlier treatment. Retreatment scheduled Monday Aug 31 (earliest available), next reinspection Sept 8. Unit blocked through Sept 10.
Why it matters Extends the unit's dead time by another two weeks and keeps guest-safety/liability exposure open.
MMaintenance coordinatorsWhat’s going on Re-registration ongoing across Asteria and Kota units; Cold Storage still shopping handyman options ($56.49/hr TaskRabbit found vs $350-450 quotes) to reconnect locks.
Why it matters Guests risk lockouts until every unit is re-registered; delay increases cost and guest-service risk.
OOpsKKarla