What happened Guesty's automated follow-up notes Ben hasn't responded to the reimbursement request; team has not escalated to Airbnb Support for Host damage protection consideration.
The gap Team read the auto-nudge but has not filed the Airbnb Support escalation ahead of the Sept 12 window.
Coach the team Escalate to Airbnb Support for Host damage protection consideration well before Sept 12, don't wait for Ben to respond.
What happened Guest sent two increasingly frustrated messages via Booking.com accusing us of a scam and demanding a refund; no team reply on file.
The gap Thread opened/read but never replied across multiple messages, now 10.9h since latest.
Coach the team Call the guest directly, clarify access status, and respond in the Booking.com extranet within the hour on any similarly escalating guest thread.
What happened Second 'Immediate Action Required' notice for proof of liability insurance sat 40.5h unanswered, stacking on an earlier 112.5h-old unanswered notice.
The gap Two consecutive action-required notices went unread/unanswered well past the 1-hour response norm.
Coach the team Submit proof of active liability insurance to the leasing office immediately and reply to confirm receipt.
What happened Both the pending-approval and countersigned lease-renewal threads sat unreplied through the entire 72-hour sign window, which closed overnight.
The gap Action-required lease documents opened but never acted on within the stated window.
Coach the team Sign/confirm via the Resident Portal immediately and reply to the property manager to confirm.
| Item | Status | Trend | Source |
|---|---|---|---|
| Skyhouse Apartments lease sign window | Closed unanswered overnight — needs Vishal's action today | ▲ | Link ↗ |
| Inwood on the Park liability insurance notices | Second notice now 40.5h unanswered, stacking on prior 112.5h notice | ▲ | Link ↗ |
| Crystal Patton BDC scam accusation | Second escalating message, 10.9h unanswered | ▲ | Link ↗ |
| Metro guest list automation | Flagged red again Aug 31; revenue dashboard ran fine | — | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 10 | Generali claims, Ben/Kwang reimbursements, Crystal Patton, CLSF threads, Sabrina tow reimbursement | |
| Maintenance coordinators | 6 | Cold Storage 627 lockbox/key, Kota North locks, Asteria 117/213, Meridia 507 | |
| Vishal / ops | 3 | Skyhouse lease, Inwood liability insurance, Extra Space Storage agreement |
What’s going on The 72-hour countersign window on Vishal's personal Skyhouse lease closed the night of Aug 31 with both the countersigned-by-PM thread (9 messages) and the earlier pending-approval thread (7 messages) never replied to.
Why it matters Missing a lease deadline risks losing negotiated terms or the unit itself.
VVishalWhat’s going on A second 'Immediate Action Required' proof-of-insurance notice sat 40.5h unanswered, on top of a prior 112.5h-old notice never actioned.
Why it matters Continued non-compliance risks lease violation action from the property manager (Greystar).
VVishaloopsWhat’s going on Guest has sent two messages via Booking.com accusing the company of scamming her and demanding a refund; no team reply logged.
Why it matters Unaddressed scam accusations on an OTA thread risk a bad review, chargeback, or platform escalation.
GGuest-comms