Upravljanje zahtjevima i incidentima u stvarnom vremenu
Guest service request, complaint, and work order management system for hoteli: categorized catalog with sublevels (održavanje breakdowns, housekeeping requests, complaints, recepcija), photo and video attachments, full traceability, stvarno vrijeme status, and measurable resolution SLAs. Integrated with HubOS, Eisisoft, HMobile, and Hoteligy CMS.
Requests & Incidents
Select category
Maintenance
AC, plumbing, electrical...
Housekeeping
Towels, cleaning, amenities...
Front Desk
Late checkout, info, keys...
F&B
Special food requests
Maintenance → Bathroom
📷 Attach photo or video
Comment: "The shower has had no hot water since yesterday"
Submit request
Are incidents reported by phone and lost along the way?
Complaints and breakdowns by phone
Guests call reception to report an AC breakdown, plumbing issue, or request extra towels. Reception writes on paper, the work order gets lost, and održavanje doesn't find out in time.
Lost service requests
Without traceability, housekeeping requests and održavanje work orders get forgotten, duplicated, or never assigned. The guest repeats the complaint and the iskustvo gosta deteriorates.
No traceability or status
You don't know if the breakdown is pending, in progress, or resolved. Without status tracking, the guest asks and nobody knows their request's state. Zero digital guest service.
No performance data
You don't measure how many incidents are resolved daily, each work order's response time, or which breakdowns (AC, plumbing, electrical) are most common. Without metrics there's no preventive održavanje.
Manual management vs Hoteligy Digital Requests
| Phone + paper | Hoteligy | |
|---|---|---|
| Reporting | Call to reception | Guest reports from webapp with category, sublevel, photo, and comment |
| Detail | Verbal description | Photo or video attachment + comments + automatic categorization |
| Assignment | Reception tells održavanje | Automatic obavijest to department + HubOS/Eisisoft/HMobile integracija |
| Tracking | None | Real-time status: new, in progress, completed, cancelled |
| Timing | No measurement | Response and resolution time measured automatically |
| Tools | Paper or internal WhatsApp | HubOS, Eisisoft, HMobile + own CMS with upravljačka ploča |
| Data | No metrics | Upravljačka ploča: incidents by type, department, resolution time, trends |
Over 500 hotels trust Hoteligy
Everything you need to manage guest requests, incidents, and održavanje
Breakdown and request catalog with sublevels
Organize requests, complaints, and work orders by categories (održavanje, housekeeping, recepcija) and sublevels (bathroom → no hot water, leak, AC broken). With icons or photos so gosti quickly identify their issue.
Photo and video of the breakdown or complaint
Guests attach a photo or video of the incident from their phone. The održavanje team sees the problem before going to the room. More context in each work order, fewer wasted trips.
Integracija with HubOS, Eisisoft, and HMobile
Requests and work orders are automatically sent to specialized hotel CMMS and task management platforms like HubOS, Eisisoft, or HMobile. Also manageable from Hoteligy's own CMS.
Categorization sublevels
Each category has sublevels to detail the breakdown or service request: održavanje → bathroom → no hot water. Less ambiguity in the complaint, better work order assignment to the correct department.
Free or paid service requests
Some requests are free (extra towels, toilet paper) and others have a cost (premium pillow, late checkout). Configurable per product with automatic room charge.
Traceability and status
Each request, complaint, or work order has statuses: new, in progress, completed, cancelled. The guest sees digital guest service progress in the webapp in stvarno vrijeme.
Team obavijesti
The održavanje, housekeeping, or recepcija department gets an automatic obavijest when a new service request or breakdown arrives. No intermediaries, no delays.
SLAs and resolution times
The system automatically measures time from report to resolution for each breakdown or service request. Key data to measure održavanje, housekeeping, and guest service SLAs.
Upravljačka ploča and preventive održavanje
Breakdowns by type (AC, plumbing, electrical), department, room, average resolution times, and trends. Data to plan preventive održavanje and improve the iskustvo gosta.
CMS management
Hotel osoblje manages all requests from Hoteligy CMS: request list, filters by status, department, and date, internal notes, and status changes.
PMS integracija
Identifies the guest by room and PMS profile. Knows segment, language, and stay data. Personalizes the reporting experience and prioritizes by guest type.
See the hotel request and incident management system in action
Want to see how incidents are managed live?
We'll demo it with real hotel data.
Što dobiva Vaš hotel?
Faster breakdown resolution
The guest reports the breakdown with photo and detail, the održavanje team receives the work order instantly and arrives prepared. Less response time, fewer repeated complaints, better guest service.
Improved iskustvo gosta
The guest sees their service request or complaint status in the webapp. They know someone is working on it. Traceability and transparency that reduce frustration and improve the iskustvo gosta.
Preventive održavanje from data
Identify which breakdowns (AC, plumbing, electrical) are most frequent, which rooms cause the most problems, and each department's SLAs. Real data to plan preventive održavanje.
Requests connected to the hotel's entire digital experience
Guests report from the webapp, the chatbot asks if they need anything, the zadovoljstvo anketa measures the outcome, and in-stay marketing thanks them for their feedback.
"Before, incidents were reported by phone and got lost. Now the guest sends the photo from the webapp, maintenance gets notified instantly, and we have real resolution time data."
Operations Director
4★ All Inclusive Resort, Canary Islands
Česta pitanja
What types of requests can gosti make?
Any type: report održavanje issues (plumbing, electrical, AC), request amenities (towels, pillows, paper), housekeeping services, late checkout, or any custom request you configure.
How does sublevel categorization work?
You create main categories (održavanje, housekeeping, recepcija...) and within each, sublevels (bathroom → no hot water, dirty water, leak, broken toilet). The guest navigates to the exact detail of their problem.
Can the guest attach photos or videos?
Yes. They can upload photos or videos directly from their phone to document the incident. Maintenance sees the problem before going to the room.
Does it integrate with HubOS, Eisisoft, or HMobile?
Yes. Requests are automatically sent to these specialized hotel task management platforms. You can also manage them from Hoteligy's own CMS.
Are there free and paid requests?
Yes. Configure which requests are free (extra towels, paper) and which have a cost (premium pillow, late checkout). Charges are applied automatically to the room account.
What statuses do requests have?
New, in progress, completed, and cancelled. Staff updates status from the CMS or integrated tool. The guest sees progress in the webapp.
Are resolution times measured?
Yes. The system automatically calculates time from report to resolution. Key data to evaluate održavanje and housekeeping performance.
Does osoblje receive obavijesti?
Yes. The responsible department gets an automatic obavijest when a new request arrives. No intermediaries or internal calls.
What does the upravljačka ploča include?
Incidents by type, department, room, average resolution times, most frequent requests, trends, and period comparisons.
Can the guest see their request status?
Yes. From the webapp they can see if their request is pending, in progress, or resolved. Full transparency without calling reception.
Does it integrate with the PMS?
Yes. Identifies the guest by room and PMS profile. Knows segment and language to personalize the experience and prioritize VIP guest requests.
Can it be used for preventive održavanje?
Yes. The upravljačka ploča identifies rooms and equipment with the most incidents. This data allows planning preventive održavanje before the guest reports the problem.
Never let a breakdown, complaint, or guest request go unresolved
Request a demo and discover how digital request, complaint, and work order management improves guest service, preventive održavanje, and hotel operations.
