Recover and resolve a guest issue
2 min read
Follow a Feedback Case from acknowledgement through recorded recovery, resolution and reopening.
Recovery is a hotel decision supported by ELUNIA’s evidence trail. ELUNIA does not automatically compensate, refund, upgrade, message, or promise anything to a guest.
A safe operating sequence
- Open Feedback → Guest Issues and select View. Read Survey answers and the Source response before acting.
- Select Acknowledge to record that the issue has been seen. In Team workflow, use Assign to me or the Assignee dropdown so ownership is clear.
- Select Start recovery when investigation or operational work begins. Add concise context under Internal notes without unnecessary sensitive data.
- Coordinate the real hotel action outside ELUNIA—for example inspecting a room, calling the guest, or agreeing an appropriate remedy under hotel policy.
- In What did you do for the guest?, record the relevant recovery evidence. Choose Guest recovery result: Recovered, Partially recovered, Unresolved, or Guest unreachable.
- Select Resolve issue. An outcome is always required; High and Urgent cases also require recovery-action text.
Example: a fictional guest reports severe noise with a low rating at Aegean Garden Hotel. Maria acknowledges and assigns the case, verifies the report with the night team, contacts the guest, records that the room was changed, selects Recovered, and resolves. ELUNIA records the state, actor/time audit events, outcome, recovery text, and resolution time; it does not perform the room move or compensation.
Resolved and Closed cases leave active Attention and stop being overdue. Bounded resolution evidence can appear in the canonical Guest Journey and contributes to Feedback analytics. Private note bodies and full recovery prose are not exposed there.
If new information makes more work necessary, reopen through an authorized state-update surface when available. The current streamlined case page has no dedicated Reopen button. Reopening clears the previous outcome while preserving audit history; investigate and resolve again with current evidence.
Next: Feedback states, Notes, tags and audit history, or Guest Journey.