How do I report damage from a room and how does a supervisor handle it?
On this page
Short answer
The housekeeper opens the room, taps Report issue, adds photos and sends it. The supervisor gets an alert, taps Acknowledge, Assigns a person and finally Resolves it. The housekeeper sees every step.
Steps for the housekeeper
- Open Rooms, tap the room, tap Report issue.
- Choose Category (for example Damage), tap how serious it is, type a Short title.
- Tap Camera to take 1 to 4 photos of the damage.
- Switch Room cannot be sold on if the next guest must not get the room.
- Leave Report to on Automatic: the supervisor on duty (or choose a person) and tap Send report.
Steps for the supervisor
- Open the alert, or Reports > Supervisor: all, and open the report.
- Check the photos and details; tap Acknowledge.
- Tap Assign, choose the person, tap Confirm.
- If the room cannot be sold, block it with the desk's Blocked Room feature (see Block a room or mark DNR).
- When it is fixed tap Resolve and type what was done; later tap Close.
Check the result
The housekeeper's Reports tab shows the new status and the resolution note; the Alerts tab shows each change.
Common problems
- The supervisor did not get an alert: the hotel's escalation rules do not include them and nobody holds the supervisor privilege; see Supervisor view.
- The report is stuck at Reported: nobody has acknowledged it; chat the supervisor with Report to supervisor.