What happened Guesty/Airbnb sent 'we're reviewing your request to remove [Joseph's/Joshua's] review' notices; both sat unread 1.7h-14.1h with zero team reply.
The gap Team never opened/actioned these stylish1@ review-removal threads despite standing instruction to surface all such gaps.
Coach the team Reply promptly to review-removal requests with supporting context/evidence to improve odds of removal; track all pending removal requests in one place.
What happened Airbnb required a response by 1:12 PM CDT Aug 27 on Jose Miguel's $590 partial refund request; thread now unread ~25.8h past that point with no team reply.
The gap Deadline lapsed unanswered even though this is the same guest already flagged in the ledger for a late $100 counter-offer.
Coach the team Respond to Airbnb-mediated refund requests before the stated deadline; if it lapses, follow up immediately with a counter-offer and documentation.
What happened Airbnb requested updates to a Host Damage Protection reimbursement claim; thread unread nearly two days with no team reply.
The gap Info request from Airbnb sitting unread; denial risk rises the longer it's unaddressed.
Coach the team Reply within the review window with updated documentation to avoid automatic denial for missing information.
What happened Bill declined to pay for a reimbursement request; Airbnb Support help window open until Sept 8 but thread has sat unread over 39 hours.
The gap Team hasn't engaged Airbnb Support for help despite the extended window being available now.
Coach the team Request Airbnb Support assistance promptly rather than waiting near the Sept 8 deadline.
| Item | Status | Trend | Source |
|---|---|---|---|
| Generali insurance claims backlog (multiple, one critical ~112h unread) | No new movement visible this window; standing rule means we only re-surface once read status changes. | — | Link ↗ |
| stylish1@ review-removal / reimbursement threads unread 25-49h | Growing pile: Joseph, Joshua (x2), Jose Miguel, CLSF-06399263, Bill — none actioned by team | ▲ | Link ↗ |
| Who | Open | Oldest | Items |
|---|---|---|---|
| Guest-comms | 10 | Reimbursement threads, review removals, dispute follow-ups | |
| Maintenance coordinators | 6 | Kota lockbox/Schlage, Westshore water/faucet, Cold Storage ceiling |
What’s going on No water reported in units 57 and 61.1; confirmed by PM's Haley as a planned shutoff from 9am, expected back ~3pm. Team proactively informed all current guests in the building.
Why it matters Could have generated multiple guest complaints/refund requests if not communicated; handled well.
MMaintenance coordinatorsGGuest-comms