🔧 Maintenance — help the coordinators close these 3 open
—Cold Storage 627 — no internet, Google Fiber appointment still earliest Nov 2
SeriousWhat’s going on Support confirms earliest appointment remains Nov 2; coordinator to keep checking for earlier openings.
Guest impact guest in-unit without internet
Blocked on vendor availability (Google Fiber)
Status: Waitlisted, no change · Owner: Maintenance coordinators / San Antonio handyman
🆕Reunion 407 — garbage disposal not working, sink clogged (cleaner report)
WarnWhat’s going on New cleaner report overnight; ticket filed same evening per maintenance coordinator confirmation.
Guest impact none noted yet
Blocked on awaiting vendor/schedule
Status: Ticket filed, awaiting vendor scheduling · Owner: Maintenance coordinators
—The Vue 227 — missing parking pass, follow-up on previous guest
WarnWhat’s going on Previous guest added to claims; team checking if the pass was returned (Ledy had an extra).
Blocked on awaiting guest confirmation
Status: Monitoring previous guest's response · Owner: Maintenance coordinators
💰 Money unread ≠ unhandled — team may be working cases in the extranet
🆕Ashkan — Airbnb reimbursed $202.50 (CLSF-06622349) then requested more info$202.50 received; claim reopened pending docs
Airbnb processed and sent a $202.50 reimbursement but a same-day follow-up now asks for additional documentation to start their review — needs a reply.
—Bently/Charity — $650 deposit at risk$650
Airbnb's 2-hour reply deadline on the deposit dispute has passed with no reply from us; Airbnb said it will return the full deposit to the guest if we don't respond.
🆕Alexis — $300 payment request, Oct 24 deadline$300
Guest disputes a date discrepancy and is not requesting a full refund; response/action needed by Oct 24, 6PM CDT.
✓Nancy's review-removal request — Airbnb removed the review in our favorclosed
🎯 Handling gaps — coach the team 4 open · loss-exposure emails opened but not resolved in our favor
—Bently/Charity — Airbnb's 2-hour deposit reply deadline lapsed
$650 depositWhat happened Airbnb gave a 2-hour window to justify withholding the $650 deposit or they'd return it to the guest unilaterally. We opened/read it and the deadline has now passed by 12+ hours with no reply.
The gap Opened and read the time-sensitive thread but never replied within the stated window.
Coach the team Any Airbnb thread with an explicit response-deadline threat should be triaged immediately and answered within the window, even with a holding reply while evidence is gathered.
Owner: Guest-comms
🆕Ashkan CLSF-06622349 — reimbursement reopened for missing documentation
unquantified (reimbursement already paid; documentation risk could claw it back or block related claims)What happened Airbnb paid $202.50 then, in a separate action-required email, asked us to submit documentation to start a review; thread opened/read but no reply 10.6h later.
The gap Read the action-required follow-up but did not supply documentation.
Coach the team Reply with requested documentation promptly to avoid re-opening or denial risk.
Owner: Guest-comms
—CLSF-06601434 — action-required claim unanswered 22.7h+
unquantifiedWhat happened Airbnb sent a reminder asking for updates to start its review; thread opened/read but not acted on, now 12.7h since the reminder.
The gap Opened but never replied with requested documentation.
Coach the team Submit the requested updates/documents promptly; these claims auto-deny after the 30-day window.
Owner: Guest-comms
⬆Jerry Losey Expedia waiver request — unanswered 21.9h+
security deposit + $55 feeWhat happened Expedia asked for a reply within one business day approving/denying the security-deposit waiver request; still unanswered, and guest has separately escalated demanding the $55 fee refund directly.
The gap Opened but no reply sent within Expedia's one-business-day window.
Coach the team Reply to Expedia with approver name/position per their format; address the guest's $55 ask in the same pass.
Owner: Guest-comms
The big issues, explained
—Bently/Charity Airbnb deposit dispute — $650 at risk, 2hr deadline lapsed
CriticalWhat’s going on Opened/read 14.1h with no reply despite Airbnb's 2-hour response threat.
Why it matters $650 security deposit will be returned to guest unilaterally if we stay silent.
GGuest-commsNext: Reply today with evidence or accept the deposit return.