The QR code in each room does two things. When a guest scans it, they choose Order food & drinks or Report a problem. Reporting a problem is Guest Complaints.
What the guest does
- Scan the room's QR with their phone camera and tap Report a problem.
- Pick what's wrong (room not clean, something's broken, noise, missing items, Wi-Fi or TV, safety, staff or service, or something else) and describe it.
- Optionally mark it urgent, add a photo, and leave a name and phone number so you can call back.
- Send it. Their page shows the complaint number and how it's going: Sent, On it, then Sorted, with any reply you write.
What your team sees
- The owner, managers and receptionists get a notification straight away. Urgent and safety reports are marked URGENT.
- Open Guest Complaints to see every open complaint, with the room, the checked-in guest, the photo and the details.
- Press On it so the guest knows someone is coming, then Resolved when it's fixed (or Dismiss if it isn't genuine).
- Write a reply the guest sees on their phone, and a staff note only your team sees.
- If the room has a checked-in guest, the complaint also shows on that guest's activity timeline.
Follow it up
- Make a task: turns a room's complaint into a cleaning task (not clean, missing items) or a maintenance task (something's broken, Wi-Fi or TV, safety, something else), due today. It appears on Tasks to assign, and the complaint shows how the task is going. Making one on a new complaint also marks it On it.
- Escalate to a claim: when Claims & Disputes is on, opens a claim for the room with the guest, what they wrote and their photo, for refunds, compensation or damage. The complaint links to the claim.
Guest Complaints is on by default on the Professional and Enterprise plans, even if in-room ordering is off. To switch it off, untick Let guests report a problem in Settings, In-room guest ordering. Print each room's QR from its unit page; the card says Order or get help when both are on.
A report can only be sent within 30 minutes of scanning the QR, so a page left open on a phone can't send one from home. Closed complaints are kept for a year.