Keep the follow-up moving after the guest reports a problem.
Putting things right takes more than the first conversation. Your team needs to know who is handling the issue, when to update the guest and what still needs a manager’s decision. MyHotelCare keeps those steps together.
What to record at each step.
Service recovery is how your hotel puts things right after a guest reports a problem. These steps help your team keep track of the work. The right-hand column is what MyHotelCare records at each stage.
| Stage | What to check | What MyHotelCare records |
|---|---|---|
| 1 · Listen & log | Has the issue been recorded where the next shift can find it? | Room, guest, category, severity, description, immediate action, guest expectation, who logged it. |
| 2 · Triage | Does the issue need urgent attention or restricted access? | Severity level A/B/C; automatic restriction for sensitive case types; escalation to management. |
| 3 · Assign | Is someone responsible for the next action? | Responsible team, person responsible, next action; assignment email. |
| 4 · Promise | Who will update the guest, and when? | Guest update promised by, target completion; overdue flags and reminders. |
| 5 · Recover | What has been proposed, offered and approved? | Compensation type, value, reason, offered, accepted; manager approval. |
| 6 · Close | What was the outcome, and has a manager reviewed it? | Resolved — pending manager review; closing summary, final resolution, guest satisfied; reopen with reason. |
| 7 · Learn | Are the same rooms or issues appearing again? | Top case types, repeat rooms, reports, exports, audit log, Incident Report. |
See the recorded actions and what still needs attention.
| View | Question it answers |
|---|---|
| Guest updates overdue | Which guest updates are overdue or still need to be recorded? |
| Unassigned & escalated | Which cases need someone assigned or management’s attention? |
| Awaiting comp. approval | What compensation is proposed, and why? |
| Pending your review | What has been fixed but not signed off? |
| Repeat rooms · top types | What keeps happening in the last 30 days? |
Earn its place at one property first.
MyHotelCare starts with a 60-day guided pilot and setup: configured with your team, used on real cases, reviewed with the numbers the system recorded.
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.