🔧 Maintenance — help the coordinators close these 5 open · 1 need you to unblock
—Westshore Palms 63 — clogged shower
SeriousWhat’s going on Emergency maintenance called, no answer, VM left; still monitoring.
Guest impact Guest in-unit with non-functioning shower
Blocked on Vendor unresponsive
Status: Awaiting callback · Owner: Maintenance coordinators
How you can help: Consider authorizing a second emergency vendor if no callback by morning
🆕Hideaway 1263 — loose toilet seat + AC vent leak near left bathroom
WarnWhat’s going on Work orders submitted via Preston, but building has no maintenance onsite over the weekend.
Guest impact Guest checking in to unit with known loose toilet seat and leaking AC vent
Blocked on Building has no maintenance staff onsite until Monday
Status: Fix pushed to Monday; guest checks in before repair completed · Owner: Maintenance coordinators
—Hideaway 2279 — no WiFi in new unit
WarnWhat’s going on Handyman flagged that of 5 new Hideaway units being prepped, 4 have WiFi and 2279 does not.
Guest impact Unit not yet guest-ready
Blocked on Unclear — awaiting ISP/building confirmation
Status: Just flagged, no resolution path yet · Owner: James / Maintenance coordinators
—Inwood Park 2411 — coffee machine not working
WarnWhat’s going on Replacement ordered, will be received by cleaner for delivery to unit.
Guest impact Guest without working coffee maker
Blocked on Shipping transit
Status: Awaiting delivery · Owner: Maintenance coordinators
—The Vue 425 — missing parking pass
GoodWhat’s going on Resolution logged: Ledy instructed to place a spare parking pass.
Guest impact none noted
Status: Resolution in progress, follow-up needed to confirm done · Owner: Maintenance coordinators
🎯 Handling gaps — coach the team 3 open · loss-exposure emails opened but not resolved in our favor
⬆stylish1@ — multiple Airbnb reimbursement claims (CLSF) sitting 20-90+ hours unanswered
unquantified across multiple claims; several hundred dollars each based on past patternsWhat happened A large batch of CLSF threads (06567919, 06556469, 06567881, 06557060, 06611855, 06557149, 06594567, 06598270, 06576308, 06548917, 06543730) show the team opened/read the message but never replied, in several cases for 2-3+ days. Multiple have already closed against us for lack of documentation (CLSF-06548917 carpet claim denied, CLSF-06576308 denied for incomplete docs).
The gap Opened/read but no reply sent despite repeated specialist requests for documentation; deadlines for providing evidence have lapsed on at least two claims.
Coach the team Guest-comms should triage unread/unreplied CLSF threads daily and respond within the specialist's stated window (typically 48h) with requested docs — even partial responses prevent default denial.
Owner: Guest-comms
⬆Djebar Ouaret $45 Booking.com overcharge claim — final notice unanswered
$45 + Booking.com-imposed invoice riskWhat happened Booking.com sent a final-notice reiteration stating this is the last opportunity to respond before they refund the guest and invoice us; still unanswered 54+ hours.
The gap Final notice not actioned within Booking.com's 24h response window or since.
Coach the team Respond to the Booking.com claim immediately — either approve the $45 refund or dispute with evidence to avoid an invoiced chargeback.
Owner: Guest-comms
⬆Vrbo cancellation HA-WSygcvf (April Palomares) — still unanswered 93h
Full stay refund exposure if forced by VrboWhat happened Guest requested cancellation for a family death; approval/decision still outstanding almost 4 days later.
The gap No reply sent to approve or decline the cancellation request despite guest's compassionate circumstance and Vrbo's non-penalty framing.
Coach the team Make and send the cancellation decision today — Vrbo cancellation score isn't affected by guest-initiated requests, so there's no downside to a timely response.
Owner: Guest-comms / Pruth