🔧 Maintenance — help the coordinators close these 8 open · 2 need you to unblock
—Cold Storage — Brivo access setup replacing GeoKey
WarnWhat’s going on Secondary stylish1@ account not receiving Brivo invitations despite Tanya resending twice; access for 327 still not set up.
Guest impact none reported yet, but risk of lockout if not resolved before next guest
Blocked on Brivo platform/invite delivery issue, Tanya investigating
Status: Access set for all units except 327; stylish1@ invites still not arriving · Owner: Maintenance coordinators
How you can help: If Tanya can't resolve invite delivery by EOD, Vishal may need to escalate directly to Brivo support.
—Labor 1375 — TV not working
WarnWhat’s going on Handyman James called for replacement TV from storage; no answer on follow-up call, VM left.
Guest impact guest without working TV
Blocked on James unresponsive
Status: Awaiting James callback · Owner: James
How you can help: Vishal/Karla to lean on James directly given pattern of unresponsiveness across multiple Labor tickets.
🆕Inwood Park 2101 — toilet clogged, backing into shower drain
SeriousWhat’s going on Guest reported clog in master bath toilet backing up into shower; plunging attempt failed.
Guest impact guest mid-stay with non-functional toilet/shower
Blocked on Ticket needs to be filed and vendor dispatched
Status: PTE approved, ticket being filed · Owner: Maintenance coordinators
—Cold Storage 318 — table assembly
WarnWhat’s going on Handyman (HM) confirmed he'll work on it today, aiming to grab the table from the package room before office closes; otherwise table will be left outside.
Blocked on HM availability/timing
Status: HM confirmed today, timing TBD · Owner: Maintenance coordinators
⬆Westshore Palms 46 — water dripping from toilet tank, recheck needed
WarnWhat’s going on Guest reports water still dripping despite earlier maintenance visit; Westshore being informed via SMS to send maintenance back.
Guest impact guest living with ongoing minor leak
Blocked on Waiting on Westshore building to dispatch maintenance again
Status: SMS sent to Westshore requesting recheck · Owner: Maintenance coordinators
⬆Hideaway 1182 — tub resurfacing
WarnWhat’s going on Form was completed, signed, and sent back to Hideaway building today; coordinator called Asteria for related work order clarification and will update Monday.
Blocked on Awaiting building scheduling confirmation
Status: Form signed and submitted · Owner: Vishal / Maintenance coordinators
—Asteria 113 — pending work orders (blinds open)
WarnWhat’s going on Of 5 work orders, blinds remain open; guest reports maintenance said parts were ordered for some items. Coordinator calling Eddie (building) to clarify which orders need parts.
Guest impact guest living with multiple open issues
Blocked on Building/Eddie confirmation on parts needed
Status: Awaiting clarification from Eddie · Owner: Maintenance coordinators
🆕Westshore Palms 46.2 — suspended on cleanliness/damage complaints
WarnWhat’s going on Multiple guests (Marina, Maria, Laura) reported dust, pests, odors, and property damage; maintenance disputes receiving any AC/shower tickets in past months and will confirm with cleaner at next check-out.
Guest impact long-term guest currently in unit, will confirm condition at checkout
Blocked on Need cleaner/maintenance confirmation before relisting
Status: Listing suspended; relisting reminder set for Oct 18 · Owner: Maintenance coordinators
🎯 Handling gaps — coach the team 6 open · loss-exposure emails opened but not resolved in our favor
🆕Stripe $28.87 dispute — timed out, lost by default
$28.87What happened Dispute filed Sep 2 by Expedia VirtualCard sat unanswered; team never replied and the response window lapsed, auto-resolving in customer's favor.
The gap No reply at all before the countering deadline passed.
Coach the team Set a recurring reminder/owner for Stripe dispute deadlines (Pruth already tracks others) so none lapse unanswered.
Owner: Pruth / ops
—Vrbo cancellation HA-WSygcvf — April Palomares, unanswered 16.9h
7-night Vrbo booking refund amount, unquantifiedWhat happened Guest requested cancellation citing a family death; message sent to both pruth@ and stylish1@ inboxes, neither answered.
The gap No reply across either inbox despite 16.9h elapsed on an action-required cancellation request.
Coach the team Approve or decline the cancellation promptly in Guesty/Vrbo to avoid cancellation-score impact and guest escalation.
Owner: Guest-comms / Pruth
—Michael Solomon Vrbo thread — guest pressing on compensation, 49h unanswered
unquantified compensation askWhat happened Guest's last message ('So no compensation for the inconveniences?') has sat unanswered for 49 hours across 4-message thread.
The gap Never replied despite guest directly asking about compensation twice.
Coach the team Guest-comms to respond with a clear compensation decision (yes/no + why) to close the loop and avoid a Vrbo review-score hit.
Owner: Guest-comms
—CLSF-06556469 (Karen Mohamed) — Airbnb asking if deposit was collected, unanswered
unquantifiedWhat happened Airbnb specialist Castor requesting confirmation on whether security deposit was collected; thread sat unread 15.7h.
The gap Simple factual confirmation never sent, holding up claim review.
Coach the team Reply with deposit status same-day; these are typically quick wins if answered promptly.
Owner: Guest-comms
🆕stylish1@ — 8-message Airbnb Support thread for Dana, never replied
unquantifiedWhat happened Specialist apologized for delay; thread has grown to 8 messages with the team never replying.
The gap Team never replied across all 8 messages in this thread.
Coach the team Assign an owner to clear this thread and reply directly to close it out; part of the broader stylish1@ backlog pattern Vishal wants surfaced.
Owner: Guest-comms
⬆CLSF-06557060 (Dana) — floor/baseboard docs, Oct 16 deadline approaching, still unanswered
unquantified reimbursement claimWhat happened Specialist reiterated the Oct 16 documentation deadline; thread sat unanswered 17.9h this window.
The gap No reply despite an explicit written deadline two days out.
Coach the team Submit requested before/after photos and a verifiable second invoice before Oct 16 to avoid automatic claim closure.
Owner: Guest-comms