What happened A 2-message thread from Amazon Business support about a refund status inquiry has sat unread for 88.8h with no team reply.
The gap Thread never opened/replied to despite being open ~4 days.
Coach the team Someone should glance at Amazon Business threads at least every 1-2 days to keep refund tracking current.
What happened Guest messaged via Booking.com extranet-style email saying she believes she's 'being scammed' and wants a refund; 4-message thread, 19h since her last message, no team reply on file.
The gap Guest-facing accusation of being scammed left unanswered for 19h — reputational and refund risk if unaddressed.
Coach the team Reply promptly via the Booking.com extranet to de-escalate and clarify charges/refund status; note team may be working this in the extranet directly rather than email, but confirm.
What happened Four separate guest reimbursement requests sent via Guesty (24h response-or-pay clocks) show no team reply logged 16-18h after being sent.
The gap Team is not tracking these 24h clocks to ensure timely escalation to Airbnb Support if guests don't respond.
Coach the team Set a tracker/reminder for each 24h reimbursement request so escalation to Airbnb Support happens automatically once the clock lapses.
What happened Airbnb is requesting additional documentation (invoice on letterhead, payment proof, timestamps) to proceed with a reimbursement claim; last message 5.6h ago with no reply.
The gap Detailed, actionable documentation request sitting unanswered — claim will stall or be denied without a timely reply.
Coach the team Guest-comms should gather and send the requested documentation (proper invoice, payment proof, timestamped photos) promptly.
| Item | Status | Trend | Source |
|---|---|---|---|
| Skyhouse Apartments lease renewal sign window | Closes tonight, unanswered | ▲ | Link ↗ |
| Inwood on the Park insurance compliance notice | Compounding unanswered notices (22.5h + 112.5h) | ▲ | Link ↗ |
| Generali Claim #26135682-01 | Still unread ~112h, highest-risk open claim | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 15 | Reimbursement 24h-clock threads, Generali claims, review-removal requests, damage waiver disputes | |
| Maintenance coordinators | 8 | Hideaway 1031 pest retreatment, Kota 1137 internet/blinds/lights, Labor 1359 AC, Cold Storage extenders | |
| Karla / ops | 4 | LJ attendance, Turno suspension, Mayehouse listing deletion, restock tracker |
What’s going on The lease was countersigned by the PM days ago and forwarded to us; the 72-hour window to sign closes this evening with no reply logged on either thread.
Why it matters Missing the window could force a lease re-negotiation or jeopardize the unit's continued operation.
VVishalWhat’s going on A second immediate-action insurance notice has come in on top of an already 112.5h-old unanswered one; property management is escalating.
Why it matters Ongoing non-compliance risks lease/insurance penalties or eviction-type action from the property manager.
VVishaloops