When your complaint log needs more than a spreadsheet.
A shared spreadsheet can work well for a simple log. As more shifts and departments handle the same issue, following up may need a more structured process. Here’s how MyHotelCare compares with a basic shared complaint log.
Spreadsheet compared with MyHotelCare
| Need | Spreadsheet | MyHotelCare |
|---|---|---|
| Intake | Entries depend on the fields and rules your team sets up. | Logging an issue with your case types and severity levels, attributed to a person. |
| Ownership | Someone needs to maintain assignments and check what remains unassigned. | Responsible team, person and next action; unassigned cases are counted; assignees are emailed. |
| Follow-up | Reminders depend on the spreadsheet setup and supporting tools. | Guest updates promised with a time; overdue flags, reminder emails and a daily summary. |
| Compensation | Decisions may be recorded in separate notes or messages. | Type, value, reason and acceptance on the case; staff recommendations await manager approval. |
| Sensitive incidents | Access controls depend on the tool and how the file is configured. | Restricted cases visible only to managers and permitted supervisors; confidential emails. |
| History | Change history depends on the tool and its settings. | Follow-up timeline, status history and an audit log of who changed what. |
| Review & reporting | Filters and pivot tables someone maintains. | Manager review before closing, overview, reports, repeat rooms, CSV exports, Incident Report. |
When a spreadsheet is probably enough.
- ✓
Very few complaints
A handful a month, handled by the same one or two people.
- ✓
No sensitive categories
Nothing that shouldn’t be readable by everyone with the file.
- ✓
No compensation approvals
And no need to report on what was given.
When follow-up becomes hard to manage.
- !
“Did anyone call 812 back?”
Managers ask about follow-up the sheet can’t answer.
- !
Chat threads beside the sheet
The real decisions happen in messages, not in the log.
- !
A write-up takes an hour
Reconstructing an incident means searching three places.
Keep the details and the follow-up together.
The information your sheet already captures — room, issue, owner, follow-up, compensation — becomes a case with status, commitments and history.
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.