What happened Guesty gave Ben 24 hours to respond or pay; that email is now ~39.5h old with no team follow-up logged.
The gap Team never followed up after the 24h response window lapsed.
Coach the team Check Guesty for guest response; if none, escalate to Airbnb Support per the standard reimbursement escalation path.
What happened Airbnb denied the review-removal request for Susannah's review; the denial email remains unread.
The gap No appeal or acknowledgement filed after the denial.
Coach the team Read and log the denial; decide whether to appeal or close it out with the owner.
What happened Vrbo flagged a booking (Tulsa property, HA-MRiD4VO) as high risk for a disruptive event and asked us to contact the guest.
The gap No guest outreach logged since the notice arrived; window for proactive contact narrowing.
Coach the team Contact the guest today to confirm trip purpose and reiterate house rules per Vrbo's guidance; document the call.
What happened Airbnb specialist Yosef requested proper invoice documentation, payment proof, and before-photos for this claim; unread for 33+ hours.
The gap Action-required doc request sitting well past the 1h response norm.
Coach the team Assemble the requested documentation (letterhead invoice, payment proof, before-photos) and reply today.
What happened Airbnb forwarded the case to a senior specialist; still unread.
The gap No reply logged since the claim opened.
Coach the team Acknowledge and provide requested documentation promptly.
| Item | Status | Trend | Source |
|---|---|---|---|
| Skyhouse lease renewal — unanswered 43-44h | escalating, lease compliance risk | ▲ | Link ↗ |
| Guest-comms Airbnb claim backlog (CLSF threads) | multiple claims unread 20-45+ hours | ▲ | Link ↗ |
| Restock tracker accuracy | ops lead pressing cleaning coordinators for a fix | — | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 9 | Vrbo unauthorized event risk, Susannah's review denied, Ben reimbursement 24h, CLSF-06388456, CLSF-06399263, CLSF-06414516, Shai Yon draft expired, plus various review-removal and reimbursement threads | |
| Maintenance coordinators | 3 | Schlage reconnection across multiple properties, Inwood 2101 AC follow-up, Skyhouse lockbox #7 | |
| Vishal / ops | 1 | Skyhouse Apartments lease renewal |
What’s going on PM countersigned the lease renewal, and a separate pending-approval thread is also unreplied. Both threads have sat 43-44 hours without our reply.
Why it matters Lease compliance risk for a managed property; delay could jeopardize the renewal terms or create friction with the PM.
VVishalPPruthWhat’s going on Ops leadership flagged that cleaning-coordinator restock items are showing 'ordered' but not confirmed delivered for over 2 weeks in several cases (Fernanda, Tatiana, Skyhouse). Cleaning coordinator committed to a same-ETA ordering fix and a written summary of blockers per cleaner.
Why it matters Guest-facing restock delays (soap, towels, linens) reflect poorly and slow turnovers; tracker inaccuracy makes it hard to know what's actually missing.
KKarlaccleaning-coordinators