All three Thursday tours are now cancelled: Amy emailed at 12:36 AM to cancel Morningside and Pomona and keep Ember; the email handler cancelled Ember instead (the thread’s own home), and her 5:52 AM correction cancelled the other two. Kat then arranged Ember, 2863 Florida St, Thu 3:30–4:00 PM herself and put it on her own calendar at 9:44 AM; PropFlow has no tour record for it, Amy’s 5:52 AM email has no reply, a held Clara draft offers Friday instead, and the AppFolio showings 609/610/612 were not re-synced. Each cancel texted Kat overnight; the staff-text quiet-hours fix and the wrong-tour-cancel fix are in progress (Western Slope issue list, 11/3 rows).
Root-cause analysis of the Thursday Nov 5 tours at Western Slope Property Management, written from production records on Nov 2, 2026. Read-only. Anything not backed by a record is marked inferred.
Western Slope · leasing · tours · 2026-11-02 · session 003 · Status: diagnosed; 9 AM tour moved to Kat 3:30 PM on Nov 2, silently
The one real booking error: the 9 AM tour went to Ryan Fleming, who only covers showings when Kat is on vacation. The two-name host rule gives him any day Kat has no open time; it cannot tell booked solid from away. Clara did not book the same showing twice.
Amy Reid, one prospect relocating to Grand Junction, asked by email and text (never by phone) for four different homes on the same Thursday. Clara booked three of them, at three homes, split across two hosts: two on Kat's calendar (4:30 and 5:30 PM) and one on Ryan Fleming's (9:00 AM). A fourth home (363 Ember Lane) was offered but never booked, though Amy wrote "I added Ember to my calendar".
Kat's calendar block was respected. Her all-day Landlord Symposium (8:00 AM to 4:30 PM, on the calendar since August) was counted as busy. Clara put the first tour at 4:30 PM, the exact minute the symposium ends, with no travel time, and the second right after it.
The other failures were around the bookings: host picked differently by the offer and the booking step (three refusals, the errors Fede saw), a wrong home, a wrong team notice, and a held itinerary. Details in the eight misses below.
| Before | After | |
|---|---|---|
| Amy's Morningside tour | Thu Nov 5, 9:00–9:30 AM, host Ryan (Google calendar) | Thu Nov 5, 3:30–4:00 PM, host Kat (Outlook), as Kat told Amy |
| Calendars | Event on Ryan's calendar | Ryan's event deleted; Kat's event created with no attendees, so nobody was notified |
| Reminder | Would have fired for 9 AM | Re-anchored to 3:30 PM; Amy gets the normal day-before reminder, no “tour changed” message |
| AppFolio showing 612 | 9:00 AM, Ryan | 3:30 PM, Kat. Moved by the normal showing sync (queued 19:36:58Z, sent and read back 19:46:37Z); the robot forces AppFolio's notify flags off |
| Ember 4:30, Pomona 5:30 | Kat | Untouched |
| Messages to Amy, Ryan, Kat | — | None. The Slack ops card still shows 9:00 AM (stale, not a send) |
Done by hand at the data layer (claim slot, create event, save row, delete old event, release old slot, re-anchor the reminder), never through the reschedule, cancel or change-host handlers, each of which texts the prospect. The app's own host change refused because Kat's calendar is busy 8:00–4:30 that day; she chose 3:30 anyway. Ledger: session 006 external-writes ledger, 2026-11-02 19:36Z.
Settled Nov 2 (Fede): Ryan is off the Western Slope tour-giver list; he goes on only for the dates Western Slope announces Kat is out, and comes off after (he is a contractor; they tell us ahead). He keeps his login, role and calendar. No automatic backup logic will be built.
All 90 Western Slope homes were checked for Oct 29 and Nov 5. Four tours exist; three are Amy's.
| Thu Nov 5 | Home | Host | Booked | How Amy asked | Under the new hours |
|---|---|---|---|---|---|
| 9:00 AM | 2841 Morningside Ct | Ryan | Sun Nov 1, 7:14 AM | Email: "open 9am–1pm… book us" | inside |
| 4:30 PM | Ember Estates, 374 Ember Ln (2863 Florida St listing) | Kat | Thu Oct 29, 3:18 PM | Text: "Could we come on 11/5?" | outside (ends 4 PM) |
| 5:30 PM | Pomona Park Townhomes | Kat | Fri Oct 30, 6:59 AM | Email: "stack the tour times? 3:30 and 4:30" | outside |
| (not booked) | 363 Ember Ln | — | — | Email Nov 1: "We also want to schedule 363 ember lane"; 10:00 offered, no answer | — |
Kat's own Nov 5 calendar holds the symposium, a 1:00 PM check-in, and the 4:30 and 5:30 tours. Nothing in the morning. Oct 29's only tour (Anthony McCleary, 2:30 PM) is unrelated. Kat and Amy have since spoken and sorted the day out; the winter hours Kat asked for the same morning are now live (weekdays 9–4), and the two late tours were left in place for them to settle.
Mountain time. Record ids in the last column.
| When | Who | What happened | Verdict | Evidence |
|---|---|---|---|---|
| Aug 2 | Jay | Landlord Symposium series created for Nov 5, 8:00 AM–4:30 PM; Kat's copy is Tentative. | — | Outlook series master |
| Oct 29, 3:06 PM | Amy | Emails about 2863 Florida St; texts "Could we come on 11/5?" | — | msg_b2a1e911, msg_af_d639 |
| 3:12 PM | Clara | Checks Nov 5. Symposium counted busy; only 4:30 / 5:00 / 5:30 offered. | correct | msg_01d4f99 |
| 3:18 PM | Clara | Books 4:30 PM with Kat at Ember Estates. Outlook event + AppFolio showing 609. Starts the minute the symposium ends; no travel gap. | tight | tour 14503f1b |
| 8:53 PM | Amy | Apartments.com lead for Pomona Park arrives; she emails "stack the tour times? 3:30 and 4:30". | — | msg_cc596f1f |
| 8:54 PM | Clara | Looks up slots for "Pomona Park Townhomes" but gets slots stamped for Ember Estates. Offers 5:00 or 5:30. | wrong home | msg_8a9aef19 |
| Oct 30, 6:59 AM | Amy / Clara | "yes either works!" Three refusals in 40 s: slot expired; "already has a tour" (the Ember inquiry's guard); 5:00 is a time conflict though reported open 7 s earlier. | 3 errors | msg_a24b489d, msg_62d6e361, msg_6f364375; Sentry 1NH, 1F9 |
| 6:59:59 AM | Clara | Books 5:30 PM with Kat at Pomona Park; showing 610. Tells Amy "5:00 wasn't open, so I moved it a half hour later". | recovered | tour befcbd52 |
| Nov 1, 2:51 AM | Amy | Website form with her wish list; the same body arrives again as her own email 10 s later. | — | msg_079b3ba3, msg_e34190a1 |
| 2:52–2:53 AM | Clara | Two replies 44 s apart: 363 Ember Ln at 4:00 or 5:00, then Morningside at 3:00 or 3:30. | double reply | msg_e6535f36, msg_13f013e8 |
| 7:05 AM | Amy | "3rd one at 3:30pm" (Morningside). | — | msg_e3597d05 |
| 7:06 AM | Clara | Refuses: "office is closed for the entire day" (the offer had used Ryan, who is free; the booking step picked Kat, who is busy). Team email about the failure names the 4:30 Ember tour instead. | host mismatch + wrong notice | msg_f7c40941, msg_cd1b9cbb; Sentry 1F9 |
| 7:14 AM | Amy / Clara | "open 9am–1pm… book us… send a complete list by time and location." Clara books 9:00 AM with Ryan at Morningside (showing 612 landed after 12 attempts). | booked | tour ee5f9bf3 |
| 7:16 AM | Clara | The itinerary Amy asked for is held by the "unit count stated" guard and never sent. | held | msg_held_eef165d9 |
| 7:58–9:31 AM | Amy / Clara | "We also want 363 Ember Lane"; 10:00 / 11:00 offered. Amy: "I added Ember to my calendar." Clara: "363 Ember Ln hasn't been booked yet… book 10:00?" No reply. | unbooked | msg_4eacd874, msg_06eb3dfc |
| Nov 2, 10:58 AM | Kat | Emails Fede; accepts the symposium (Tentative to Busy) nine minutes later. | — | Slack ts 1793642386 |
Nothing is built. One pick, or "hold".
| Option | What changes | Fixes misses | Note |
|---|---|---|---|
| A. Same host, same math recommended | The booking step uses the host and drive-time math the offer used, and a block with no home gets a minimum gap after it. | 1, 2 | Reuses last week's closed design and its replay; the one that produced the errors Fede saw. |
| B. Say what failed | The team notice names the home and time that failed; a home named in the thread is resolved against the company's homes before falling back to the thread's home. | 3, 4 | Small, no behavior risk to bookings. |
| C. One renter, one day | A renter's own booked tours are never held by the unit-count guard; booking a second home the same day checks travel between that renter's tours. | 5, 7 | Needs a ruling on whether several homes per day is wanted. |
| E. Execute the existing backup-host design recommended | Already investigated and designed on Oct 5 for Kat's Oct 8–12 time off (plan, tracker row "Backup tour host for Kat's time off"): Ryan sits behind Kat and gets times only when Kat has none for her whole absence, with the open question of per-person hours. Not executed. Then on Oct 30 the "any free host wins the slot" change made the list order meaningless, so Ryan became a full host. | 8 | Fede, Nov 2: "there is already an investigation and design for it we haven't executed." |
| D. One inbound, one reply | A website form and its email copy are one message. | 6 | Belongs to the inbound-email lane. |
Recommendation: E and A now (E is what put the 9 AM on Ryan; A is what produced the errors), B with them as a second small change, C and D as follow-ups after Fede's ruling on several homes per day.
Person pers_e057f198-4690-4902-bff5-176b8f813070 · conversation 3edfcfc7-5eca-46a6-9fc0-5bce3ad2fd3e · tours 14503f1b-fef6-4365-b362-c8ecf9fb82cd, befcbd52-8b4b-4ace-8aec-3598bb26f90d, ee5f9bf3-77d2-49f0-9b89-59ecac751265 · inquiries 3c2f9c66, a627ee72, 5a33560b, 7b6f94b1 · key turns msg_8a9aef19, msg_6f364375, msg_f7c40941, msg_cd1b9cbb, msg_held_eef165d9, msg_e34190a1 · Sentry 1NH, 1F9, 1AT · #alerts 1793365363, 1793542574, 1793549796 · unrelated tour d3b18a07. For engineers: the host pick lives in the calendar sync's pool-host chooser vs the availability check's drive-time read; the repeat guard keys on the inquiry's tourId; the home resolver falls back to the thread's property; the failure notice reads prospect.tourId.