Handle solution cases, warehouse dispatch and guest reviews

Three screens sit beside the maintenance boards and cover the work that happens either side of a job: guest incidents, supply hand-out, and after-the-fact review.

Solution cases

Solution Cases records a guest incident and its financial resolution — compensation, chargebacks, insurance — rather than a piece of physical work. Creating one requires Title, Status, Unit, Guest Name and Due Date.

The remaining fields cover the commercial side: Hostaway Conversation, Reservation Code, Reservation Cost (CAD), Damaged Item or Service, Offer Compensation and Compensation Amount, Amount To Charge Back, Insurance Information, Payout ID, Reported Name and Maintenance Bug Link for tying the case to the underlying fault. You can also assign it, tag it with Solution Case Tags, and attach the Cleaners involved.

Cases support automatic ageing: the block reading When ticket is / Change status to / After day(s) / Frequency moves a case on by itself if nobody touches it.

Warehouse dispatch

Warehouse Dispatch is a single-day list of cleaning tickets grouped by team, for the person handing out supplies. Set the date with the picker or the Today button and narrow by zone. Four tabs bucket the day’s work, each with a live count: All, To Do, Not Complete and Dispatched. A ticket sits in To Do until it has a dispatch record against it, then moves to Dispatched or Not Complete depending on the outcome.

Dispatching opens a modal titled Dispatch - <ticket name> asking you to Add comment and photo, with the placeholder Comment on progress and next steps here, an Upload image button and a standing warning: Please upload a photo when you dispatch this task.

If the item cannot be handed out, use the Not Completed path instead. It carries two warnings — explain why in the comment, and note that the cleaner will not see this task on their checklist. That is the important consequence: marking a supply ticket not complete removes it from the cleaner’s checklist entirely.

Guest reviews

Reviews opens the Guest Reviews board. Each row shows Date, Unit, Rating, Guest, Excerpt, Sentiment, Categories, Responsibility, Communication, Cleaners and Status. Ratings run 1 to 10. Reviews progress through new, pending confirmation, analyzed and closed.

Two fields do the operational work. Responsibility attributes the complaint — No fault, Cleaning team, Maintenance or Property — and Communication records whether communication Contributed to or Caused the problem, or played no part.

Opening a review gives you a Create from review panel with + Cleaning ticket, + Maintenance and + Solution case. Each opens the normal creation form, pre-filled from the review, and links the resulting item back to the review so the trail from complaint to remedy is visible.

Creating a work item from a review is not a single atomic step: the ticket is created first, then linked. If the link fails you will see a banner saying the item was created but is not linked to this review yet, with a Retry link button. Use that button rather than creating the ticket again — the retry only re-attempts the link and will not produce a duplicate. Also note that mixed sentiment can be displayed on a review but cannot be used as a filter value.