FeaturesGUEST EXPERIENCE

Guest Complaints

Every complaint routed, resolved, and closed, with the compensation logged.

Structured complaint capture, resolution workflow, and audit-trail close. Haven triages and suggests compensation.

Book a demo See pricing

/guest-complaints

100% resolved

P1›

P2›

Assigned›

Closed

Noise complaint: Room 412 · adjacent wedding

Haven: suggest $50 F&B credit

P1Assigned

Slow check-in: Patel reservation

Manager Reyes responding

P2Assigned

Cold breakfast: Room 308

Closed · $25 F&B credit issued

22hClosed

Pool towel shortage

Closed · housekeeping turnover adjusted

1dClosed

What this is.

Structured complaint capture (category, severity, room/guest link, root cause), resolution workflow (assign, respond, compensate), and audit-trail close. Haven triages incoming complaints and suggests compensation based on history and guest spend.

Surfaces aggregated

Capture
Haven triage
Compensation
Manager assign
Audit close

See it in motion

Complaint handling, in motion.

Three looping previews of the complaint lifecycle, a complaint classified and routed, an SLA timer driving it to resolution, and the property-wide trend that proves the program is working.

Classify and route

Complaint · Rm 318AUTO-ROUTE

"Hallway noise after midnight, third night running."

CategoryNoise

SeverityMedium

RoutedMaintenance

LoggedTrend +1

Classify and routeA guest complaint is tagged with category and severity, then routed to the right team automatically and logged for trend tracking, the same structured handoff that powers Incident Reports.

SLA timer

WO-4029 · A/C leak · Rm 412HIGH

SLA remaining30:00

StatusNew

SLA timerEach complaint runs against a resolution SLA as its status advances New → Assigned → In progress → Resolved, with the clock everyone can see instead of an open thread in Internal Communications.

Trend and severity

Complaints · 8-week−38% MoM

High

Med

Low

Trend and severityA property-wide complaint line draws down over eight weeks with a high/medium/low severity breakdown, turning scattered gripes into a measurable month-over-month drop.

Auto-playing previews

The Haven AI inside this feature.

Haven is Hotel Central's neural network, one model fine-tuned on how your hotel runs. Here is exactly what it does on this surface; every preview is an animation of how Haven behaves, grounded in your property's own data.

Haven · Smart Detection

Daily note · liveTYPING

HavenDetected as you type

Maintenance issueWork order · Room 412

Guest complaintGuest Complaints · 412

Complaints and work orders, caught as they are typedAs a note is written, Haven detects guest complaints and maintenance issues inside the prose and routes each one to the right surface without a separate form to fill out.See how Haven Smart Detection works