Feedback Case

A Feedback Case combines read-only guest evidence with editable operational work. Open Feedback → Guest Issues, then select the View button for a case.

The header shows priority, status, Overdue when its due time has passed, guest, Property, and relative due time. Back to Today returns to the operational view.

Evidence and controls

Survey answers is read-only evidence from the originating Response. Details shows the category and a Source response link. Guest, Stay, Survey, and Property context is available only when those canonical records exist and you are authorized to view them.

Users allowed to manage Feedback see Next action. Depending on state and workflow, its buttons are Acknowledge, Assign to me, and Start recovery. For an open case, the What did you do for the guest? text area and Guest recovery result dropdown lead to the Resolve issue button.

The Tags card contains a search field, tag checkboxes, and Save changes. More issue settings contains Priority, Category, an Assignee dropdown in Team workflow, and the Action taken text area. These change operational state, not the original Survey evidence.

Internal notes accepts a new internal note and preserves each author and timestamp. Audit timeline is system-created history; it is not editable prose. AI assistance is optional and appears only to authorized users when configured.

Resolution requires a recovery outcome. High and Urgent cases also require recovery-action text. ELUNIA records the hotel’s decision and evidence; it does not automatically refund, compensate, upgrade, or contact the guest.

Next: Feedback states, Notes, tags and audit history, or Recover and resolve.