🗒 Your notes for today 14 · from notes/<date>.md, matched against today’s traffic
Nolan / Kota North 1143 hot water 📞 CallDidn't reach Nolan. Reached Chris, who said the APM (Paul) can help — but Paul never called back and I couldn't reach him either. Nolan is back Tuesday.
Owner — VishalStatus — no signal in this window
Next: Try Nolan directly Tuesday when he's back.
Mayehouse 215/217 offboarding 🛠 Project215 is Sunday, 217 is Monday. I'll have to work in the unit alongside the cleaners to get it done.
Owner — Vishal / Karla / cleaning coordinatorsStatus — no new signal this window; ledger still shows units blocked from Sunday with final-clean instructions in place
Next: Be on-site Sunday/Monday to assist cleaners.
Unit performance dashboard with Pruth 🛠 ProjectPull the past couple of months and add it to the unit-performance dashboard so we can see trends.
Owner — Vishal / PruthStatus — no signal in this window
Next: Schedule time with Pruth to pull and load the data.
Company direction talk with Pruth 🗣 DiscussHaven't had the chance to talk to Pruth about this yet.
Owner — Vishal / PruthStatus — no signal in this window
Next: Find time this week to talk with Pruth.
Labor — losing 20 units, SA Inspire Downtown replacement ↩️ Follow-upPotential replacement deal at SA Inspire Downtown. Reach out to their PM Monday when she's back.
Owner — VishalStatus — no signal in this window
Next: Call SA Inspire Downtown PM Monday.
Shiv's call 📞 CallPrepped. It's been moved to Monday at 9 PM.
Owner — VishalStatus — no signal in this window
Next: Hold Monday 9PM call with Shiv.
Mark — Scottsdale unit inquiry ↩️ Follow-upFollow up Monday to see if he's still interested.
Owner — VishalStatus — no signal in this window
Next: Call Mark Monday.
Stylish reviews below 5 stars 🛠 ProjectHaven't worked on this, need to pick it back up.
Owner — VishalStatus — Directly relevant this window — Airbnb denied review-removal requests for Ori, Karen, Raj, Cecilia (reviews stay up); Jaci still pending
Next: Decide whether to appeal Jaci's and review overall low-rating pattern.
Accountant / Cost Segregation strategy 🛠 ProjectCall prepped and done. New topic to work: Cost Segregation and buying a property. Set up a call with John (the data guy) for information on a done-for-you strategy, and work out how we'd build our own version.
Owner — VishalStatus — no signal in this window
Next: Schedule call with John.
Stripe → Karla weekly reminder 🔴 DecisionMessaged Karla to add a Slack reminder so these stop getting missed. Set up time with her to review together — right now we're just losing these, so the goal is figuring out how to win more of them.
Owner — Vishal / KarlaStatus — Ledger shows Karla already set up the weekly reminder + screenshot process (good)
Next: Hold the review session with Karla on how to win more disputes.
CLSF-06310832 completion check ↩️ Follow-upSent to the support channel, team should be working it. Check whether it actually got completed.
Owner — Vishal / Guest-commsStatus — Still open — Airbnb countered with $1,491.64 offer (garage opener + smoke remediation), unread 8.9h, needs our reply
Next: Confirm someone replies to Airbnb's counter-offer today.
Witherspoon (Philadelphia) deal ↩️ Follow-upNeeds a follow-up.
Owner — VishalStatus — no signal in this window
Next: Follow up with Witherspoon contact.
Citizen (Salt Lake City) deal 🛠 ProjectCall with Elyce went well — more detail is in my pruth@ email. They're looking to tour the building Monday.
Owner — VishalStatus — Confirmed in email — Vishal told Elyce he'll stop by for the tour tomorrow morning
Next: Do the tour Monday morning as confirmed.
Skyhouse renewals on-site Monday 🛠 ProjectGo on site and see if we can get the renewals signed.
Owner — VishalStatus — no direct signal this window (Skyhouse is consumed by the Schlage lockout instead)
Next: Go on-site Monday as planned; also check Schlage recovery progress while there.
💰 Money unread ≠ unhandled — team may be working cases in the extranet
—Stripe disputes/payouts — no new activity this windown/a
Standing item per Vishal's request: nothing new on Stripe disputes or payouts in this window. Karla's weekly Slack reminder + screenshot process remains the tracking mechanism.
—CLSF-06310832 (Dana) — Airbnb counter-offer $1,491.64$1,491.64 offered vs. full claim requested
Airbnb approved garage opener ($200) + smoke remediation ($1,291.64) but declined inconvenience fee; needs our reply.
—CLSF-06337846 — 48h extension for Thumbtack contractor proofpending
Specialist Edward K gave a 48h extension to provide proof of payment/business info for the Thumbtack contractor cleaning claim.
✓CLSF-06320413 declined — missed 14-day notice requirementclosed
🎯 Handling gaps — coach the team 3 open · loss-exposure emails opened but not resolved in our favor
—Amazon retrocharge for unreturned chairs — still unreplied
$325.28What happened Amazon charged $325.28 to the Visa for an unreturned item; thread has sat unreplied for 45+ hours with no dispute or return initiated.
The gap No return was shipped by the deadline (Aug 16) and no reply/dispute has been sent since the retrocharge posted.
Coach the team Confirm whether item can still be returned to reverse the charge, or dispute with Amazon business support if item was in fact returned.
Owner: Pruth / ops
—Review-removal denials — no appeal filed for most
unquantified (rating/booking-conversion impact)What happened Airbnb denied review-removal requests for Ori, Karen, Raj, and Cecilia (reviews stay up); Jaci's is still pending. No appeal or further action has been taken on any of the denied ones.
The gap Team read the denials but has not escalated, replied to guests, or pursued any secondary appeal.
Coach the team Decide per-review whether to appeal further or respond to guests directly; don't let denials sit unactioned.
Owner: Guest-comms
🆕Inwood on the Park — resident stuck without belongings
unquantifiedWhat happened PM emailed asking how to handle a resident who can't access her apartment to retrieve belongings after being told a refund is coming; message is only 0.3h old but is time-sensitive and could sour the PM relationship if it sits.
The gap No reply yet; needs same-day resolution given resident is physically waiting in the leasing office.
Coach the team Reply immediately with access instructions or authorize PM to let her in.
Owner: Guest-comms
The big issues, explained
🆕Schlage lock account deleted / mass lockout risk
CriticalWhat’s going on The Schlage smart-lock account managing Skyhouse, Labor, Inwood, and Cold Storage locks was found deleted (Schlage support couldn't locate it, suggested it was 'a glitch or deleted'). Team spent the afternoon calling every current guest to get permission (PTE) to enter and re-register each lock under a new account, coordinating with cleaners/handymen (James, Fernanda, Ledy) unit by unit.
Why it matters Any unresolved unit risks a guest being locked out at check-in; this is an active, ongoing operational emergency touching dozens of units across multiple properties.
OOps teamKKarlaNext: Confirm Schlage account fully recreated and all locks re-synced before end of day; audit which units still lack PTE confirmation.