🔧 Maintenance — help the coordinators close these 3 open · 1 need you to unblock
🆕Hideaway 1263 — smart lock code not working
WarnWhat’s going on Guest check-in blocked; code doesn't register on the keypad despite being confirmed correct. Backup lockbox code given as workaround.
Guest impact guest in-unit via backup key, smart lock still non-functional
Blocked on building maintenance availability
Status: Building (Jessie) contacted; maintenance already left for day, may come tomorrow AM · Owner: Maintenance coordinators
How you can help: Call Hideaway building again in the morning to confirm maintenance shows up; escalate if not.
—Inwood 2101 — toilet clogged, backing into shower drain
SeriousWhat’s going on Building said someone would come today; EOD note asks team to check Ring footage and escalate as urgent if no one came.
Guest impact unit affected, severity serious per ledger
Blocked on building follow-through
Status: awaiting confirmation of building visit · Owner: Maintenance coordinators
—Westshore 46 — water dripping from heater tank
SeriousWhat’s going on Haley said maintenance would vacuum/clear the AC pipe this afternoon; EOD note asks team to confirm completion.
Guest impact ongoing leak issue, previously recurred and overflowed
Blocked on building confirmation
Status: awaiting confirmation from Haley · Owner: Maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
Recovered this week
$1,475
—Stripe disputes — status check (per standing instruction)n/a
No new Stripe activity this window beyond confirmations already on the ledger: $28.87 Expedia VirtualCard dispute closed/lost (timed out), $75 Chase dispute awaiting bank decision by Nov 26, Stylish Sanctuary evidence-due-Oct-13 disputes still unresolved/critical, $45 Liz Franklin dispute confirmed lost.
🆕Generali Claim #26182363-01 — new, unreadunquantified
New claim notice landed 1.2h ago in both pruth@ and stylish1@ inboxes, still unread. Per standing rule, surface while unread.
🆕Cold Storage 627 — $57 goodwill pending approval$57
Guest reported cigarette smell + food residue; team requesting approval for $57 (half cleaning fee) goodwill gesture.
✓CLSF-06556469 (Karen Mohamed) — $105 reimbursement processedclosed
✓CLSF-06564676 — $457.50 sliding-door reimbursement processedclosed
✓CLSF-06519862 (Jacob Vassalla) — $912.47 reimbursement confirmed, case closedclosed
✓CLSF-06548917 (Madison) — carpet claim closed against us, preexisting-damage rulingclosed
✓CLSF-06576308 (Jeffrey/Alex) — baseboard claim closed against us, insufficient documentationclosed
✓CLSF-06542962 — carpet stain claim closed against us, 30-day documentation window missedclosed
🎯 Handling gaps — coach the team 3 open · loss-exposure emails opened but not resolved in our favor
🆕Generali Claim #26182363-01 — new claim, unread 1.2h
unquantifiedWhat happened New travel-insurance claim notice landed in both pruth@ and stylish1@ inboxes, unread.
The gap Claim not yet opened/reviewed.
Coach the team Per standing rule, review and accept/process while still unread; once read and payment accepted it's considered closed.
Owner: Vishal / ops
🆕Lillie reimbursement request — guest unresponsive, Airbnb support escalation window
unquantifiedWhat happened Guest Lillie hasn't responded to a reimbursement request; Airbnb will step in if asked, with an Oct 27 deadline to involve them.
The gap No action taken yet to request Airbnb's help before the deadline.
Coach the team Request Airbnb support intervention via the resolution center before Oct 27.
Owner: Guest-comms
⬆BDC Djebar OUARET $45 overcharge — final notice unanswered
$45What happened Booking.com sent a final-notice warning that if we don't respond, they'll refund the guest and invoice us for $45.
The gap Thread opened/read but no reply sent within the response window.
Coach the team Respond today disputing or accepting the $45 claim directly in the BDC extranet to avoid automatic invoicing.
Owner: Guest-comms
The big issues, explained
🆕Hideaway 1263 — smart lock failure blocking check-in
WarnWhat’s going on Guest at Hideaway 1263 couldn't get the door code to work tonight; ops staff confirmed the code twice, gave backup lockbox code, and escalated to the building (Jessie). Building maintenance already left for the day — may not return until tomorrow morning.
Why it matters A guest could be without reliable door access overnight at a paid stay; risk of a bad review or refund request if not resolved by morning.
MMaintenance coordinatorsNext: Confirm with Jessie/building first thing tomorrow whether maintenance came; if not, consider onsite tech or locksmith.
🆕Documentation gaps costing us Airbnb damage claims
WarnWhat’s going on Three claims closed against us this window (Madison carpet, Jeffrey/Alex baseboard, CLSF-06542962 carpet stain) all cite missing or insufficient before/after timestamped photos and invoice verification.
Why it matters Recurring pattern of lost reimbursement income directly tied to how evidence is collected and submitted by the team.
GGuest-commsNext: Standardize a pre/post-stay photo checklist for damage claims so documentation requests don't lapse.