Question 1What’s still open?
The overview puts what needs attention first: escalated cases, overdue guest updates, overdue internal targets, unassigned cases and anything still waiting to be classified — alongside open cases by severity.
For general managers & operations leaders
Know what needs your attention, across every shift.
See which guest issues are open, who is handling them and which updates are overdue. Review compensation requests and resolved cases without piecing the history together from separate messages.
A clear view of the work still open.
Question 2Who is handling it?
Every case shows its responsible team, person and next action. Unassigned cases are counted and listed until someone takes them.
Question 3Which guest updates are overdue?
Promised guest updates carry a time. When one passes without a recorded update, it is overdue — on your overview, in reminder emails, and in the daily summary.
Question 4What compensation was offered or approved?
Compensation is recorded on the case with its reason and value. Staff recommendations wait for your approval, and reports show approved, pending and denied compensation for any date range.
Question 5What keeps happening?
Top case types and repeat rooms over the last 30 days point to the maintenance or service issue behind the complaints — the one worth fixing for good.
A record the next shift can use.
- Chronology
Recorded changes, with who and when
Status history and the audit log keep the full sequence, long after the people on shift have moved on.
- Review
Resolved cases wait for a manager’s review
Resolved cases wait for manager review. You close them — or reopen them, with a reason.
- On file
An Incident Report when it counts
Print any case as a formal report with a Guest’s Version page. See the report
- Exports
Your data, when you need it elsewhere
CSV exports of cases, compensation, follow-ups and the audit log.
Make the process practical for the people using it.
The case form asks for the details staff need to pass on. Shared front-desk accounts record who made each entry, and unlimited users let you include everyone who needs access.
- A practical case form
The form asks for what the desk already knows. “Not sure” is a valid answer.
- Unlimited staff users
Unlimited staff users, including shared front-desk accounts with the person recorded on each entry.
- Sensible permissions
Front desk, supervisor and manager roles — and restricted cases stay out of view at the desk.
Owners & multi-property operators
Running more than one hotel?
Each property gets its own workspace, users and records, priced per property. What owners and operators get.
See how it would work at your hotel.
We’ll walk through a sample guest issue, show what your team and managers can do, and answer your questions. The demo takes about 30 minutes, and you don’t need to share guest information.