Enugula Estates · Ops Dashboard v2

Thursday, September 3, 2026

9:00 AM ET · morning
Blue Slack ↗ · pruth@ email ↗ · stylish1@ email ↗ · 🆕 new · ⬆ escalated · ✓ done · Day chips age automatically. Every line linked.

⏱ 60-second summary

  1. Overnight Schlage lockout hit again (2:53–3:21 AM) — password reset + account re-link resolved it in ~30 min; guest at Reunion 303 was let in with backup key while locked out. Source ↗
  2. Stripe: new $28.87 WEX Bank dispute opened (respond by Oct 13), we WON a separate $35 dispute overnight — but the $604.26 Chandra Sellappan loss from last week is still sitting unread 25.8h. Source ↗
  3. Skyhouse Apartments lease renewal is now countersigned by the PM but our side hasn't replied to the notice in 20+ hours — needs Vishal's eyes now. Source ↗
  4. Asteria 213 lock has been disconnected for a while; team gave up on troubleshooting and ordered a replacement lock (ETA tomorrow) after COX portal access issues stalled the fix for hours. Source ↗
  5. Guest-comms handled a busy overnight shift solo (Vera on RD) — verification workaround for a guest without ID, noise complaint, and a parking issue all closed out, though a leadership note flagged slow call-backs on access issues going forward. Source ↗

📅 Deadlines in view

2026-09-06
Stylish Sanctuary Stripe dispute — evidence due
Link ↗
2026-10-13
WEX Bank $28.87 dispute — decide response
Link ↗
2026-09-15
Kwang reimbursement — Airbnb Support escalation deadline
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 I stayed at) — asked Aug 21 to be reminded in about a week. Check whether the review ever posted.
Owner — VishalStatus — no signal in this window
September revenue
$200,543
▲ live · 28 bookings
September occupancy
38.2%
September · RevPAR $51
October revenue
$61,899
▲ live · 28 bookings
October occupancy
7.5%
October · RevPAR $15

Needs your attention oldest first · decisions above excluded

1
Skyhouse lease renewal countersigned — needs reply PM countersigned the renewal but our side has left the notice unanswered for 20+ hours on top of a prior unresolved thread; risk of stalling the renewal process.
2
Chandra Sellappan Stripe dispute lost ($604.26) — still unread Ruling final, dispute lost, but the notification itself sat unread 25.8h; nothing to reverse but worth acknowledging for the books.

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

Recovered this week
$35
At risk
$29
Stripe — always-on updaten/a
New: WEX Bank opened a $28.87 dispute against Stylish Sanctuary (Expedia VirtualCard, reason: product unacceptable), response due Oct 13. Won a separate $35 dispute overnight (AmEx reviewed evidence, ruled in our favor). Stylish Sanctuary evidence for another Stripe dispute is due Sept 6. Chandra Sellappan's $604.26 loss remains final from last week.
Stripe $35 dispute — wonclosed

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

🆕CLSF-06426247 — action-required doc request unanswered

unquantified (property damage claim)

What happened Airbnb specialist asked for updated documentation for this reimbursement claim; email has sat unread for 1.5–3.6h across two related messages.

The gap Team has not opened/replied to the documentation request yet.

Coach the team Reply with requested docs promptly — Airbnb claim specialists give limited windows before denying or closing claims for non-response.

🆕CLSF-06388509 — action-required doc request unanswered

unquantified

What happened Airbnb specialist requesting more documentation for a property damage/cleaning claim (guest Ali); unread ~4.2h, and a related initial review email also unread.

The gap No reply sent to satisfy the documentation request.

Coach the team Assign a guest-comms agent to pull and submit required documentation before Airbnb's review window closes.

🆕CLSF-06300986 — action-required doc request unanswered, payout already qualified

$200 (already approved, doc request could delay/jeopardize payout)

What happened Airbnb said the $200 reimbursement qualified for payment, then sent a follow-up action-required doc request 4.4h ago that's gone unanswered.

The gap No reply to the doc request despite the payout otherwise being secured.

Coach the team Quickly confirm/submit the requested info so the approved $200 payout isn't held up or reversed.

🆕Kristen reimbursement — guest unresponsive, Sept 15 Airbnb Support deadline

unquantified

What happened Guest Kristen never responded to the reimbursement request; Guesty gives until Sept 15 to escalate to Airbnb Support for Host Damage Protection consideration, but the notice sits unread/unactioned.

The gap No escalation to Airbnb Support has been filed yet ahead of the Sept 15 deadline.

Coach the team File the Airbnb Support escalation now rather than waiting until close to the deadline.

🔁 Recurring watchlist

ItemStatusTrendSource
Schlage account lockouts recurringSecond lockout incident overnight after last week's mass lockout; resolved in ~30 min again but pattern suggests underlying account-stability issue.Link ↗

👤 Open items by owner

WhoOpenOldestItems
Guest-comms6Multiple Airbnb reimbursement/claim threads, Generali claims, Marriott instay follow-up
Maintenance coordinators4Asteria 213 lock replacement, Reunion 303 door latch, COX portal access, various tickets

The big issues, explained

Overnight Schlage login lockout — repeat incident

Warn

What’s going on GC and ops were locked out of the Schlage app again around 2:53 AM with 'invalid username or password'; Reunion 303 guest was stuck outside during the outage. Password was reset, but the Suiteop-Schlage account sync broke (Vue 104 and Inwood 4316 lost property allocation) and had to be manually fixed.

Why it matters This is the second Schlage lockout in recent weeks; guests are getting stranded outside units during the outage window, and the fix requires manual re-linking each time.

MMaintenance coordinatorsSSupport-operations

🆕Asteria 213 lock — disconnected long-term, replacement ordered

Warn

What’s going on COX portal login issues blocked reconnecting the lock; team eventually got in after multiple tries but determined the lock itself has been disconnected for a while. A replacement was ordered with ETA tomorrow.

Why it matters Guests at this unit have had reduced access reliability; cost comparison needed between cleaner install rate and handyman rate before proceeding.

MMaintenance coordinators

Smaller items

🆕Reunion 303 door latch issue logged
Cleaner reported door doesn't latch properly, needs pulling and holding to lock; added to maintenance board pending HM (handyman) request. Maintenance coordinators Link ↗
🆕Labor 1475 guest ID verification workaround resolved
Guest couldn't upload ID (only had old photo); team accepted alternate documentation and companion's ID, guest completed verification after some frustration on her birthday. Guest-comms Link ↗
🆕Hideaway 1280 AC vent dirty monitoring
Guest reported dirty vent/warm unit; AC later confirmed cooling again, maintenance inspection still recommended. Maintenance coordinators Link ↗
🆕Kota North 2094 keypad low battery / offline logged
Schlage keypad at 10% battery and not connected to WiFi; guest given backup key, battery replacement/reconnect recommended. Maintenance coordinators Link ↗

⏱ Team performance

✓ the guest-comms agent on overnight shift
Handled a heavy solo overnight shift (Vera on RD) — resolved a stuck-outside-guest lockout via Schlage password reset/re-link, worked a noise complaint with ring-cam checks, and got a birthday guest through ID verification with an alternate document, all between ~11PM–5AM.
✓ a guest-comms lead
Reinforced a coaching point at 3:50 AM: call guests directly for check-in access issues instead of only texting, to reduce back-and-forth and guest frustration — team acknowledged and will apply it going forward.

💡 Ideas & 🔁 patterns

Recurring Schlage login/account instabilityTwo separate lockout incidents in recent weeks (mass lockout, now an overnight repeat) each requiring password reset and manual re-linking of property allocations, with guests occasionally stuck outside during the gap.
Fix: Ask Schlage/vendor for a stability root-cause review, and pre-stage a documented recovery runbook so on-shift staff don't have to troubleshoot live while a guest waits outside.
No notes yet