The complaint and the repair, linked.
Log what the guest reported, including the location and urgency. If something needs fixing, create a linked work order. The guest follow-up stays with the complaint.
What your team can do
Guest services and operations teams
- Log complaints with urgency: Low → High → Critical
What the guest reported
Record what happened and where. Include the urgency so the next person handling the complaint can find the details.
Progress and notes
Follow the complaint’s status and add notes while the team works on it.
A linked repair
If the fix needs an engineer, create a maintenance work order from the complaint. They stay linked.
Guest follow-up
Check progress on the linked work and record how the complaint was resolved. Finishing the repair doesn’t close the complaint. That’s a separate step.
When a guest complaint needs maintenance
Track the repair in the linked work order and the guest follow-up in the complaint.
Guest services
Guest services logs the issue and its location, along with how urgent it is. If it needs maintenance, they create a linked work order.
Engineering and reviewer
An engineer is assigned the work order. They record progress and submit the finished repair for review.
Guest services
The team responsible checks how the repair turned out and records how the guest’s complaint was resolved.
Related modules
Other modules that share records with this one.