Thursday, October 15, 2026

What’s going on Guest reported the circuit tripped after plugging in an iron; PTE approved, ticket filed, but vendor Gio isn't answering calls.

Guest impact guest in-unit without power to bedroom/bath

Blocked on vendor Gio unresponsive

What’s going on Leak returned from the heater tank closet and has now overflowed outside the closet.

Guest impact unit occupied, active leak

Blocked on waiting on Westshore building maintenance

What’s going on Office spoke with Elijha who will inform maintenance; portal filing is down company-wide until Nov 1 system switch, so this is being handled via phone/email.

Guest impact unit affected

Blocked on Inwood's new portal system not live until Nov 1

What’s going on Guest provided PTE; ticket has now been filed and the team is trying to reach Eddie at the building (routed to voicemail, email sent, also calling COX).

Guest impact guest relocated previously over this issue, safety concern

Blocked on building (Eddie) unresponsive

What’s going on Guest claims items returned; lockbox camera footage unavailable because Eufy app shows camera deleted, so team is waiting on cleaner Cindy for a photo instead.

Blocked on camera access lost

What’s going on Eddie was informed of proposed Oct 22 dates and the calendar was blocked; team is calling to confirm the appointment is actually scheduled.

Guest impact none, unit will be blocked for work

Blocked on awaiting building confirmation call

What’s going on Cleaner reported the sink stopper is stuck; ticket has been filed.

Guest impact none noted

What happened BDC's message states this is our last opportunity to respond to the overcharge claim; unanswered 2.4h so far.

The gap Final-notice action-required email sitting unanswered past the 1-hour window

Coach the team Reply within the 24h window, approve or dispute the $45 refund directly so BDC doesn't process it unilaterally and bill us.

What happened Airbnb specialist asked us to confirm whether a security deposit was collected; still no reply 12.8h later.

The gap Simple factual question unanswered for over 12 hours, risking claim delay/denial

Coach the team Confirm deposit status same-day to keep the claim moving toward approval.

What happened Airbnb asked for payment proof on a smoke-odor claim; thread unread 10.6h.

The gap Unread action-required documentation request

Coach the team Open and supply payment proof promptly to avoid a denial like Madison's carpet claim.

What happened Guest directly asked 'so no compensation for the inconveniences?' and the thread has sat unanswered 73h.

The gap Guest's direct compensation question never answered across multiple messages

Coach the team Send a clear compensation decision (yes/no and why) to close the loop before it escalates further.

What happened A 15-message thread with Airbnb Support has gone unanswered, last message 1.3h ago.

The gap Multi-message thread never actioned by the team

Coach the team Review the full thread and send a substantive reply rather than let it continue aging.

What’s going on Airbnb determined the carpet damage was preexisting and that we couldn't provide requested photo metadata; claim closed, no reimbursement.

Why it matters Documentation/process gap cost us a claim we had flagged with a hard deadline.