Enugula Estates · Ops Dashboard v2

Friday, August 28, 2026

3:00 PM ET · midday
Blue Slack ↗ · pruth@ email ↗ · stylish1@ email ↗ · 🆕 new · ⬆ escalated · ✓ done · Day chips age automatically. Every line linked.

⏱ 60-second summary

  1. Water outage at Westshore Palms 57/61.1 (shut off 9am-3pm) handled well — team proactively informed all building guests before complaints came in. Source ↗
  2. New exposure: Reunion 309 guest says she was charged twice for the $450 security deposit ($900 total) — team is right to verify with SuiteOp support before refunding, but this needs to close fast. Source ↗
  3. Coaching gap building: several stylish1@ review-removal and reimbursement threads (Joseph, Joshua x2, Jose Miguel, CLSF-06399263, Bill) sitting unread 25-49h with zero team replies. Source ↗
  4. Turno cleaner-sourcing suspension is resolved this window per ledger note — worth confirming bids are flowing again. Source ↗
  5. Revenue dashboard: August at $358,712 / 81.5% occupancy (RevPAR $88); September pickup accelerated +$10,615 yesterday, still early at 28.7% occupancy. Source ↗

📅 Deadlines in view

2026-08-31
Hideaway 1031 bedbug retreatment (unit blocked through Sept 10)
Link ↗
2026-09-08
Chandra Sellappan Stripe dispute ($604.26) — evidence decision expected
Link ↗
2026-10-05
Stylish Sanctuary / Stripe $45 Citibank dispute — evidence due
Link ↗

🗒 Your notes for today 1 · from notes/<date>.md, matched against today’s traffic

Sam's review — check if it posted ↩️ Follow-up
Sam's review (the Airbnb Vishal stayed at) — reminder was set ~Aug 21 to check in about a week whether the review posted.
Owner — VishalStatus — no signal in this window — no mention of Sam's review in today's digest
August revenue
$358,712
▲ live · 35 bookings
August occupancy
81.5%
August · RevPAR $88
September revenue
$159,321
▲ live · 35 bookings
September occupancy
28.7%
September · RevPAR $41

Needs your attention oldest first · decisions above excluded

1
🆕Reunion 309 — possible duplicate $450 security deposit charge Guest reports being charged $900 total (2x $450); team is checking SuiteOp support before confirming/refunding — needs to close quickly to avoid a guest dispute.
2
Airbnb Reimbursement CLSF-06310832 (Dana) — $1,491.64 approved payout unacknowledged Standing rule: deadlines flagged ~48h out get attention with a next step. Approved payout sitting unacknowledged 63.2h; risk of the case going stale.

💰 Money unread ≠ unhandled — team may be working cases in the extranet

At risk
$8,500
Awaiting ruling
$604
Stripe: weekly check-in — nothing new to report$0 change
Per standing instruction, giving Stripe its own line every run. No new Stripe dispute activity beyond the existing $45 Citibank/Stylish Sanctuary case (evidence due Oct 5) and Chandra Sellappan case (decision due Sept 8) already tracked.
🆕Reunion 309 duplicate security deposit charge$450 at risk (possible duplicate of $900 total)
Guest reports being charged twice for the deposit; team confirming with SuiteOp support before offering a refund. Caveat: unread ≠ unhandled — team is actively working this in chat with SuiteOp support.
Airbnb CLSF-06337846 (Dana) — partial payout dispute$348.33 offered vs. full towel claim (denied 3 of 4 towels)
Airbnb specialist Suarez confirmed the $348.33 payout is processing; still no evidence we pushed back on the other 3 towels.
Turno cleaner-sourcing account suspensionclosed

🎯 Handling gaps — coach the team 4 open · loss-exposure emails opened but not resolved in our favor

🆕Joseph's & Joshua's review-removal requests — no team reply

unquantified

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.

Jose Miguel $590 partial refund request — response deadline passed

$590 requested

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.

CLSF-06399263 — action required, info requested, unread 48.7h

unquantified (claim amount not shown)

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.

Bill declined-to-pay reimbursement — response window open, unread 39.2h

unquantified

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.

🔁 Recurring watchlist

ItemStatusTrendSource
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 25-49hGrowing pile: Joseph, Joshua (x2), Jose Miguel, CLSF-06399263, Bill — none actioned by teamLink ↗

👤 Open items by owner

WhoOpenOldestItems
Guest-comms10Reimbursement threads, review removals, dispute follow-ups
Maintenance coordinators6Kota lockbox/Schlage, Westshore water/faucet, Cold Storage ceiling

The big issues, explained

Westshore Palms building-wide water outage

Good

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

Smaller items

Kota North 1010/1012 — Schlage lock reconnect progress in progress
Kota 1012 Schlage resync completed; 1010 lockbox installation with Valencio ongoing, Wi-Fi info being provided as needed. Maintenance coordinators Link ↗
🆕Westshore 43.2 — auto-lock stopped working after Schlage code reset awaiting guest video
Guest reports door no longer auto-locks after code reset; team asked for video, will have cleaner check after guest's stay. Maintenance coordinators Link ↗
🆕Skyhouse lease renewals tracking (20 units) in progress
Karla asked team to check all Skyhouse units for lease renewal status, confirm concessions match base rent (1 month), sign and log to Monday board; 220 already signed. Karla / ops Link ↗

⏱ Team performance

✓ Maintenance coordinator (SOD author)
Ran a thorough SOD Aug 28 covering PRIO and follow-up items, proactively chased Haley on the Westshore faucet fix and got same-day scheduling.
✓ Guest coordinator on shift (Westshore water outage)
Proactively informed all current guests in the building about the water outage before it became a complaint stream.

💡 Ideas & 🔁 patterns

stylish1@ review-removal and reimbursement notices going unread for a day+Multiple Airbnb/Guesty auto-notices (review removal reviews, reimbursement in-review, info-requested) are landing in stylish1@ and sitting unread 14-50h with zero replies — a recurring theme across several guests this week.
Fix: Assign someone to triage stylish1@ inbox at least twice daily specifically for these auto-notices, separate from the main guest-comms queue.
No notes yet