What information can staff record?
The creation form supports guest name, phone and email, room and confirmation number, stay dates, category, priority, subject, and description. Guest name, subject, and description are required.
FeaturesGUEST EXPERIENCE
Guest Complaints
Give every complaint an owner, a priority, and a documented outcome.
Record guest and stay details, claim or assign ownership, keep staff notes, update status, and review an editable apology draft before using it outside the module.
/guest-complaints
Staff workspaceNew›
In Progress›
Resolved›
Closed
Hallway noise after midnight · Room 318
Assigned to A. Reyes
HighIn Progress
Billing question · Patel reservation
Unassigned
MediumNew
Slow check-in · Room 204
Resolution notes saved
HighResolved
Missing towels · Room 412
Internal notes retained
LowClosed
What this is.
A hotel-scoped complaint record for guest and stay details, category, priority, status, ownership, internal notes, and permission-controlled resolution notes. Staff can claim or assign work, move a record through New, In Progress, Resolved, and Closed, and generate an editable apology draft to review and copy. The module does not provide guest intake, guest replies, automatic routing, a photo uploader, compensation processing, or configurable SLA timers.
Surfaces aggregated
- Category + priority
- Claim + assign
- Four statuses
- Staff notes
- Apology draft
See it in motion
Complaint follow-through, in motion.
Representative previews of the staff workflow: a structured complaint record, an ownership and resolution update, and an apology draft staff reviews before copying it for use elsewhere.
Complaint queue
Complaint · Room 318Staff record
Hallway noise after midnight, third night running.
Category
Noise
Priority
High
Status
In Progress
Owner
A. Reyes
Ownership and resolution
Update complaintStaff only
Status
Resolved
Priority
High
Assign to
A. Reyes
Internal notes
Guest moved to a quieter room; night team notified.
Resolution notes · permitted user
Room move completed and guest confirmed the new room is quiet.
CancelUpdate complaint
Reviewed apology draft
Generate apology responseReview draft
IndividualFriendlyStandard
Editable draft
Ms. Jordan, I am sorry the hallway noise disrupted your stay. We moved your room and documented the follow-through for our team.
Staff reviews and copies this draft. There is no Send action.
RegenerateCopy to clipboard
Powered by Haven
The Haven AI inside this feature.
Haven assists with the bounded job shown below, using information available to that Hotel Central workflow. The preview is representative rather than a live result; availability and output depend on the hotel's enabled features, setup, and records.
Daily noteReview suggestions
HavenSuggested fields for staff review
Maintenance issueReview work-order fields
Guest complaintReview complaint fields
What it solves.
A Friday-night noise complaint is buried in an inbox. By Monday, the desk cannot tell who owned it, what staff promised, or whether the issue was resolved.
One complaint record shows the guest context, priority, owner, staff notes, and current outcome.
4 statuses
New through Closed, instead of a complaint buried in email
In the flow.
Every step ties to a real, connected feature.
- 01Record the issue and available guest or stay details
- 02Choose a category and Low, Medium, High, or Urgent priority
- 03Claim the complaint or assign it to a hotel team member
- 04Add staff notes and optionally review and copy an apology draft
- 05Update the outcome to Resolved or Closed
What you see.
/guest-complaints
Staff workspaceNew›
In Progress›
Resolved›
Closed
Hallway noise after midnight · Room 318
Assigned to A. Reyes
HighIn Progress
Billing question · Patel reservation
Unassigned
MediumNew
Slow check-in · Room 204
Resolution notes saved
HighResolved
Missing towels · Room 412
Internal notes retained
LowClosed
HavenSuggest complaint fields from a Daily Note and draft editable apology copy for staff review; staff chooses whether to create the record or use the draft.
Where this fits.
Availability depends on the hotel's subscription and setup.
Related capabilities.
Front Desk
Daily Notes
Give each shift the prompts your property needs, save answers as the work unfolds, then publish one dated Daily Note for the incoming team.
Open
Guest Experience
Guest Hub + Portal + Messaging
Invite a guest to complete check-in details, review the submission, share a branded stay portal, and keep human conversations and service requests tied to that stay.
Open
Guest Experience
Incident Reports
Log what happened, who was involved, immediate actions, photos or videos, severity, assignment, resolution, and a focused activity timeline.
Open
Buyer questions
What operators ask.
Can staff own and track a complaint?
Yes. Staff can claim an unassigned complaint or assign it through Edit, then track New, In Progress, Resolved, and Closed. Claiming a New complaint moves it to In Progress.
Can we keep staff-only notes?
Yes. The edit view includes Internal Notes and a separately permission-controlled Resolution Notes field. These are editable fields, not a threaded discussion or an immutable event history.
Can guests submit complaints or reply here?
No. Guest Complaints is an authenticated staff workflow. Staff can record a complaint directly, review a complaint suggested from Daily Notes, or use an available Haven action. Copy Link creates an internal hotel route, not a public guest link.
How does AI help with guest complaints?
AI can analyze a Daily Note and suggest complaint fields for staff review. The complaint page can also draft an editable apology with response type, tone, and length controls. Staff copies the result for use elsewhere; the module does not send it.
Does Guest Complaints automate routing or SLA escalation?
No. Staff claims or assigns each complaint. Qualifying unresolved complaints can surface overdue reminders for staff, but the workflow does not provide configurable SLA timers, automatic department routing, or guaranteed delivery timing.
Can staff attach photos or track compensation here?
No. The complaint page does not provide a photo uploader, attachment gallery, compensation ledger, refund processing, or structured follow-up controls.
What search, reporting, and export are available?
Staff can use Active, Resolved, and Closed views plus guest, subject, room, confirmation, priority, and category filters within the loaded complaint set. This page does not promise unlimited historical search, a complete activity audit, complaint-level export, or category and time-series trend reporting.