What happened Guesty reimbursement request to Ali was declined; guest has until Sept 7 for next step but thread sits unread 6.8h with no team reply.
The gap Team has not opened/replied to pursue Airbnb Support escalation before the window closes.
Coach the team Open the thread, review Ali's stated reason for declining, and escalate to Airbnb Support for host damage protection before Sept 7.
What happened Reimbursement request auto-sent to guest with 24h to respond; thread unread ~7.7h, no team follow-up tracked.
The gap No tracking/follow-up logged on the 24h response clock.
Coach the team Calendar the 24h deadline and follow up with Airbnb Support if guest doesn't respond/pay.
What happened 24h-response reimbursement request sent to guest "M"; thread unread ~6.9h.
The gap Not tracked for the 24h response window.
Coach the team Track the 24h clock and escalate to Airbnb Support if unresolved.
What happened Request escalated to Airbnb Support for handling; thread unread ~8.3h, no confirmation team is tracking outcome.
The gap No follow-up logged to confirm Airbnb's resolution once reached.
Coach the team Check back on Airbnb Support's outcome and add supporting docs if requested.
What happened Similar to Jhaniya case, Airbnb Support handling outreach to guest "Sky"; thread unread ~9.2h.
The gap No follow-up tracked for Airbnb's resolution.
Coach the team Monitor for Airbnb's response and supply supporting docs promptly.
What happened Visa charged $325.28 for unreturned dining chairs; thread opened but never replied, now ~39h.
The gap Item was never returned by the Aug 16 deadline and no dispute/return was initiated after the retrocharge notice.
Coach the team Confirm whether the chairs still exist on-site; if so, return them per Amazon's process to reverse the charge, or write off promptly.
| Item | Status | Trend | Source |
|---|---|---|---|
| Generali claims (multiple, unread) | 26135682-01 now ~112h unread; 26135681-01 ~76-80h; 26135516-01 ~98h — all still unopened | ▲ | Link ↗ |
| Labor 1421/1317 double-unit block | Both units blocked pending Airbnb alteration retry tomorrow | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 8 | Generali claims, Airbnb Support thread, multiple new reimbursement requests | |
| Maintenance coordinators | 3 | Labor 1421 AC/toilet, Inwood 4316 alarm, Westshore 63 blinds | |
| Vishal / ops | 2 | Extra Space Storage agreement, Shurooq refund demand |
What’s going on Guest arrived to a clogged toilet and an AC not cooling (88°F indoors); James pumped the toilet for 30 min with no fix; compressor later confirmed unrepairable. Guest was transferred to Unit 1317, but that unit is now also blocked pending an Airbnb alteration retry tomorrow. Original guest was fully refunded and canceled in exchange for no negative review.
Why it matters Two units are now off the market simultaneously and a review-suppression deal was made verbally — needs written confirmation and a firm repair ETA to reopen inventory.
MMaintenance coordinatorsGGuest-comms