Handle your first Response and recovery

When a guest submits a Survey, ELUNIA stores a completed Response with an immutable snapshot of the Survey and questions shown at that time. Editing the Survey later does not rewrite that historical evidence.

Read the Response

Open Surveys, then Responses. Filter by Property, Survey, status or submission date, and open the Response to read each saved answer. Access follows your Business role and Property assignments.

Not every Response becomes a Guest Issue. ELUNIA creates one Feedback Case only when the submitted answer pattern is actionable: currently very low rating scores, detractor-range NPS scores or a negative Yes/No answer. The most severe qualifying answer determines urgency, and a mapped question category can determine the case category. One Response produces at most one canonical case.

Work the Feedback Case

Open Feedback, then Guest Issues, or follow the item from Needs Attention.

1. Review the original answers and the due time.
2. Acknowledge the new issue to record that it has been seen.
3. In Team workflow, assign it to yourself or another eligible colleague. In Simple Mode, assignment is not required.
4. Start recovery when active work begins.
5. Record what the team did. For High and Urgent cases, a recovery action is required before resolution.
6. Choose the recovery outcome: Recovered, Partially recovered, Unresolved or Guest unreachable.
7. Resolve the issue. Reopening it by returning to an open status clears the old recovery outcome so the new work can be recorded honestly.

Priorities are Low, Normal, High and Urgent. Due times are set from the Property’s service targets when the case is created. An open case is overdue after its due time. Changing priority later does not by itself prove a new due time was calculated.

The detail page also supports internal notes, tags, assignment and an audit timeline. Optional AI assistance may suggest a summary or draft when enabled and permitted, but staff remain responsible for checking and acting on the evidence.

What happens next

Resolved and closed work remains in history and contributes to later analytics such as backlog, resolution and recovery measures. The Guest Journey combines the factual Stay, invitation, communication, Response and recovery history for that Guest; it does not invent events or expose records outside your access.

Avoid copying unnecessary private guest content into general notes or examples. Record only what the team needs for the operational purpose.

Next: Today overview or Guest Journey.