Can guests report a problem in their own words?
Yes. Chat routes the described problem, and Something else in Engineering’s Services card sends a written request to that team.
Guest repair reports reach Engineering directly.
A guest can type “The toilet in my room is clogged” in Chat, and the concierge routes the request to Engineering. Guests can also choose a repair type in Services, including AC or heating, TV or Wi-Fi, lights or power, and water leaks. A water leak is marked Urgent with shorter targets so staff can spot it and act.
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.
Chat
The toilet in my room is clogged.
Room services
Your requests
Toilet or drain blocked
Sent to Engineering. You will see here when someone takes it.
Staff queue
Room 214 · Engineering
Toilet or drain blocked
"The toilet in my room is clogged."
1 min ago
Take within 5 min · on duty: Engineer on duty.
On it - ready in about:
10 min15 min20 min30 minDone
Room 214 · Engineering
Water leak
Urgent
3 min ago
Overdue: not taken within 2 min. Escalate to Chief engineer.
On it - ready in about:
10 min15 min20 min30 minDone
The guest types in Chat, then opens Services to follow the request. The toilet report reaches the engineer’s queue with the guest’s words. A separate sample water-leak card shows Urgent and the shorter acknowledgement target. Both are examples, not reports from a real hotel.
Who does what
The guest reports the problem
The guest opens Chat on the room page and describes the fault. Services also offers Toilet or drain blocked, AC or heating, TV or Wi-Fi, Lights or power and Water leak; Something else accepts a written description.
Engineering takes the work
The engineer opens the department requests screen and chooses Engineering. The queue keeps requests oldest first; water leaks have an Urgent badge rather than an automatic move to the top. The engineer enters a name and selects an estimated number of minutes.
Staff finish or escalate
The engineer taps Done after completing the work. A water leak has a 2-minute acknowledgement target and a 15-minute resolution target. Today these two are the same for every hotel and take the place of Engineering’s own targets, which your hotel sets. A past-target card names the Chief engineer in the sample configuration.
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
Do urgent leaks jump ahead in the queue?
No. The queue is oldest first. Water leaks are marked Urgent and have shorter acknowledgement and resolution targets so staff can prioritize them.
What if Chat does not route the request correctly?
The guest can choose Engineering in Services and send the repair type directly. That path does not depend on Chat.
Is the repair guaranteed within the target?
No. Targets flag overdue work for staff. The guest sees an estimate only after a staff member takes the request.
Can our hotel change the water-leak targets?
Not today. The 2-minute and 15-minute water-leak targets are the same for every hotel and replace Engineering’s targets for leaks. Your hotel sets each department’s own targets, including Engineering’s for every other repair.
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.
Or reach us directly: 1-866-767-7782 · [email protected]