When does a guest first see an arrival estimate?
After a staff member takes the request and chooses minutes. The sent status gives no arrival time.
Guests see who has their request and when to expect it.
The room page first shows that a request was sent, without promising an arrival time. When a staff member takes it with a name and minutes, the guest sees that person, an estimate and a clock time; the page then shows when it is done. Managers see each department’s response times and overdue work on the staff requests screen.
Book a demoA sample guest request and the staff screen
Example with sample settings. Departments, their targets and times are set per hotel.
These examples show the app’s English screens. Chat is supported in English, Spanish and Arabic and replies in the one the guest writes in. The menu and Services screens are currently English. Staff choose the minutes shown; they are estimates, not delivery guarantees.
Room services
Your requests
Extra pillows ×2
Sent to Housekeeping. You will see here when someone takes it.
Maria (Housekeeping) is on it: about 15 minutes, by 10:55 PM.
Done by Housekeeping.
Staff queue
Room 214 · Housekeeping
Extra pillows ×2
6 min ago
Overdue: not taken within 5 min. Escalate to Executive housekeeper.
On it - ready in about:
10 min15 min20 min30 minDone
Response times, last 24 hours
Housekeeping
Last 24 hours
- Requests
- 8
- Open now
- 2
- Overdue now
- 1
- Median to acknowledge
- 2m 00s
- Median to resolve
- 12m 00s
- Acknowledged on time
- 5/6
The guest panel shows successive states of one sample request, not three simultaneous messages. Maria takes it at 10:40 PM and taps 15 min. The separate overdue card shows how an untouched request looks to staff.
Who does what
The guest follows the room page
Services lists Your requests. Sent means the department has the request; it does not mean a person has taken it. Guests can cancel while a request is still open.
A person takes it and gives minutes
Staff enter their name on the department requests screen and tap 10, 15, 20 or 30 min. The guest sees who is on it and the clock time calculated from that tap. Done closes a regular request; the front desk approves or declines late checkout.
The manager checks the department metrics
All departments shows requests created in the last 24 hours, median time to acknowledge and resolve, and how many were acknowledged on time. Open now and Overdue now include all active requests, even older ones. Overdue cards name whom staff should contact.
In-room dining: an estimate becomes a clock-time window
Usually 25-35 minutes once the kitchen confirms (sample timing).
Being prepared. Arriving about 11:05-11:15 PM (sample timing).
Delivered to your room.
These are successive order states with sample kitchen timing. The kitchen confirms at 10:40 PM, so the 25–35-minute estimate becomes 11:05–11:15 PM. The kitchen board records delivery.
Honest limits
Alerts today are the tablet chime, enabled by staff, and notifications on staff phones that have enabled them. There is no link to the hotel’s systems. Department targets use sample settings until your hotel supplies its own (the water-leak targets are the same for every hotel today); an escalation line tells staff whom to contact, it does not send a supervisor text message. Room charges and late-checkout fees are posted by the front desk by hand.
Questions hotel teams ask
Is the clock time a guarantee?
No. It is an estimate based on the minutes selected by staff. In-room dining uses the hotel’s usual kitchen timing once the kitchen confirms.
Are the manager’s numbers all limited to 24 hours?
Requests and response-time medians use requests created in the last 24 hours. Open now and Overdue now include every active request, even an older one.
Does an overdue card automatically text a supervisor?
No. The card turns red and names the escalation contact. Staff contact that person; supervisor text-message alerts are planned.
Do late-checkout decisions also reach the guest?
Yes. The front desk approves or declines and the room page shows the decision. The desk confirms any fee with the guest and posts it by hand.
Related guest workflows
Request your free 30 daysThe free trial starts with an assisted setup: a 20-minute call, then we set it up with you in about two weeks. The 30 days start when your guests can first scan.
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