Digital management of breakdowns, guest requests, and complaints
Guest service request, complaint, and work order management system for hotels: categorized catalog with sublevels (maintenance breakdowns, housekeeping requests, complaints, front desk), photo and video attachments, full traceability, real-time status, and measurable resolution SLAs. Integrated with HubOS, Eisisoft, HMobile, and Hoteligy CMS.
Requests & Incidents
Select category
Maintenance
AC, plumbing, electrical...
Housekeeping
Towels, cleaning, amenities...
Front Desk
Late checkout, info, keys...
F&B
Special food requests
Maintenance → Bathroom
📷 Attach photo or video
Comment: "The shower has had no hot water since yesterday"
Submit request
Are incidents reported by phone and lost along the way?
Complaints and breakdowns by phone
Guests call reception to report an AC breakdown, plumbing issue, or request extra towels. Reception writes on paper, the work order gets lost, and maintenance doesn't find out in time.
Lost service requests
Without traceability, housekeeping requests and maintenance work orders get forgotten, duplicated, or never assigned. The guest repeats the complaint and the guest experience deteriorates.
No traceability or status
You don't know if the breakdown is pending, in progress, or resolved. Without status tracking, the guest asks and nobody knows their request's state. Zero digital guest service.
No performance data
You don't measure how many incidents are resolved daily, each work order's response time, or which breakdowns (AC, plumbing, electrical) are most common. Without metrics there's no preventive maintenance.
Manual management vs Hoteligy Digital Requests
| Phone + paper | Hoteligy | |
|---|---|---|
| Reporting | Call to reception | Guest reports from webapp with category, sublevel, photo, and comment |
| Detail | Verbal description | Photo or video attachment + comments + automatic categorization |
| Assignment | Reception tells maintenance | Automatic notification to department + HubOS/Eisisoft/HMobile integration |
| Tracking | None | Real-time status: new, in progress, completed, cancelled |
| Timing | No measurement | Response and resolution time measured automatically |
| Tools | Paper or internal WhatsApp | HubOS, Eisisoft, HMobile + own CMS with dashboard |
| Data | No metrics | Dashboard: incidents by type, department, resolution time, trends |
Over 500 hotels trust Hoteligy
Everything you need to manage guest requests, incidents, and maintenance
Breakdown and request catalog with sublevels
Organize requests, complaints, and work orders by categories (maintenance, housekeeping, front desk) and sublevels (bathroom → no hot water, leak, AC broken). With icons or photos so guests quickly identify their issue.
Photo and video of the breakdown or complaint
Guests attach a photo or video of the incident from their phone. The maintenance team sees the problem before going to the room. More context in each work order, fewer wasted trips.
Integration with HubOS, Eisisoft, and HMobile
Requests and work orders are automatically sent to specialized hotel CMMS and task management platforms like HubOS, Eisisoft, or HMobile. Also manageable from Hoteligy's own CMS.
Categorization sublevels
Each category has sublevels to detail the breakdown or service request: maintenance → bathroom → no hot water. Less ambiguity in the complaint, better work order assignment to the correct department.
Free or paid service requests
Some requests are free (extra towels, toilet paper) and others have a cost (premium pillow, late checkout). Configurable per product with automatic room charge.
Traceability and status
Each request, complaint, or work order has statuses: new, in progress, completed, cancelled. The guest sees digital guest service progress in the webapp in real time.
Team notifications
The maintenance, housekeeping, or front desk department gets an automatic notification when a new service request or breakdown arrives. No intermediaries, no delays.
SLAs and resolution times
The system automatically measures time from report to resolution for each breakdown or service request. Key data to measure maintenance, housekeeping, and guest service SLAs.
Dashboard and preventive maintenance
Breakdowns by type (AC, plumbing, electrical), department, room, average resolution times, and trends. Data to plan preventive maintenance and improve the guest experience.
CMS management
Hotel staff manages all requests from Hoteligy CMS: request list, filters by status, department, and date, internal notes, and status changes.
PMS integration
Identifies the guest by room and PMS profile. Knows segment, language, and stay data. Personalizes the reporting experience and prioritizes by guest type.
See the hotel request and incident management system in action
Video coming soon
Want to see how incidents are managed live?
We'll demo it with real hotel data.
What does your hotel gain?
Faster breakdown resolution
The guest reports the breakdown with photo and detail, the maintenance team receives the work order instantly and arrives prepared. Less response time, fewer repeated complaints, better guest service.
Improved guest experience
The guest sees their service request or complaint status in the webapp. They know someone is working on it. Traceability and transparency that reduce frustration and improve the guest experience.
Preventive maintenance from data
Identify which breakdowns (AC, plumbing, electrical) are most frequent, which rooms cause the most problems, and each department's SLAs. Real data to plan preventive maintenance.
Requests connected to the hotel's entire digital experience
Guests report from the webapp, the chatbot asks if they need anything, the satisfaction survey measures the outcome, and in-stay marketing thanks them for their feedback.
"Before, incidents were reported by phone and got lost. Now the guest sends the photo from the webapp, maintenance gets notified instantly, and we have real resolution time data."
Operations Director
4★ All Inclusive Resort, Canary Islands
Frequently asked questions about guest request and incident management for hotels
What types of requests can guests make?
Any type: report maintenance issues (plumbing, electrical, AC), request amenities (towels, pillows, paper), housekeeping services, late checkout, or any custom request you configure.
How does sublevel categorization work?
You create main categories (maintenance, housekeeping, front desk...) and within each, sublevels (bathroom → no hot water, dirty water, leak, broken toilet). The guest navigates to the exact detail of their problem.
Can the guest attach photos or videos?
Yes. They can upload photos or videos directly from their phone to document the incident. Maintenance sees the problem before going to the room.
Does it integrate with HubOS, Eisisoft, or HMobile?
Yes. Requests are automatically sent to these specialized hotel task management platforms. You can also manage them from Hoteligy's own CMS.
Are there free and paid requests?
Yes. Configure which requests are free (extra towels, paper) and which have a cost (premium pillow, late checkout). Charges are applied automatically to the room account.
What statuses do requests have?
New, in progress, completed, and cancelled. Staff updates status from the CMS or integrated tool. The guest sees progress in the webapp.
Are resolution times measured?
Yes. The system automatically calculates time from report to resolution. Key data to evaluate maintenance and housekeeping performance.
Does staff receive notifications?
Yes. The responsible department gets an automatic notification when a new request arrives. No intermediaries or internal calls.
What does the dashboard include?
Incidents by type, department, room, average resolution times, most frequent requests, trends, and period comparisons.
Can the guest see their request status?
Yes. From the webapp they can see if their request is pending, in progress, or resolved. Full transparency without calling reception.
Does it integrate with the PMS?
Yes. Identifies the guest by room and PMS profile. Knows segment and language to personalize the experience and prioritize VIP guest requests.
Can it be used for preventive maintenance?
Yes. The dashboard identifies rooms and equipment with the most incidents. This data allows planning preventive maintenance before the guest reports the problem.
Never let a breakdown, complaint, or guest request go unresolved
Request a demo and discover how digital request, complaint, and work order management improves guest service, preventive maintenance, and hotel operations.
