How do I log and deal with a guest complaint?
Log it on Complaints; it stays on the room board until someone marks it dealt with.
Managers, supervisors and reception use Complaints.
- Tap + Log a complaint.
- Choose the day it was about, the room (or Not about one room), the guest and how it Came in by (WhatsApp, email, phone and so on).
- Pick what it's about and write what the guest said. With Premium you can add up to 6 of their photos.
- Tap Log complaint.
Open complaints show on the room board. On each one you can Add note (it stays open), Edit it, or write what was done and tap Mark dealt with. The Dealt with (30 days) tab lists recent ones; tap Open again if needed.
Managers and supervisors also see complaints linked to the rooms a housekeeper cleaned in Cleaner stats.