Complaints may be made both BY the guest, and AGAINST the guest by the Property (such as leaving without payment).
Typically complaints fall into one of the following categories:
Service Related Complaints: Are usually associated with the hotel service. The guest may experience a problem with hotel services and may be dissatisfied.
Attitude Complaints: Associated with attitudes and behavior.
Mechanical Complaints: Deal with equipment problems within the hotel. Most guest complaints here are related to hotel equipment malfunctions.
Unusual Complaints: These may be those that the hotel has no control over such as the weather, traffic, or transportation.
Room Related Complaints: These can occur due to room category booked vs assigned, old mattresses, poor view, noisy room, poor linen, or even bad lighting in the room.
Complaints Due to Food and Beverage: A guest may complain about the hotel due to the reason of food and beverage not being up to their expectations.
Any complaints made can be entered into Skyware Systems and recorded for future reference, and a complaint made is shown in the Guest Status.
It is EASY to recognize a guest that has made a complaint or has a complaint against them.
Skyware Systems allows you to see the Guest Status quickly and easily from the local tool bar of any search or account screen (such as the Main Folio screen, Guest Information screen, or Group Account screen), using the Guest Status icon, which comes in three different versions.
Green, smiley face: This Status icon indicates everything is good with this particular Guest.
Yellow, unsmiling face: This icon indicates that there is a complaint associated with the particular guest. If the status icon is displayed as part of a list, hovering over the icon will pop up a quick link indicating what the complaint is and when it was made.
Red, frowning face: This icon indicates a severe issue with the guest and that this guest should NOT be rented to (i.e. the Guest has a DNR against them). Again, hovering over this icon in a list will pop up with why.
From a local tool bar, clicking on the icon will open the Complaints screen for that particular Guest account.
The Guest status icon may also be found in many of the search screens which list Guests, as a quick visual indication of the particular Guest's current standing.
Entering or Viewing a Complaint for a particular Guest:
You may enter the Guest Complaint screen for a particular guest from ANY account screen for that guest, using the Guest Status icon in the local tool bar.
Note: If you do not have an account screen open currently, you may search for a specific guest using the different search methods for finding guest information, (see Searching for Guests or Modify Folio for more details), to open the guest account or main folio screen.
Click on the Guest Status icon in the local tool bar to open the Guest Complaint screen for that particular guest.
The Guest Complaints screen is where you will enter in any complaints against the guest or by the guest against your Property.
(Note: If there have been no complaints yet associated with this guest, you will first see a pop up window telling you that there are no records to display.
Click the blue button "OK" to add a new record, and continue on to the Guest Complaints screen).
Any complaints previously entered for this guest (resolved or not) will be displayed on the left side of the screen, the details of the complaint may be edited on the right side.
Guest ID: The relevant Guest ID for the guest associated with the Complaint should be entered here. If you have reached the Guest Complaint screen from a guest or group account screen, the correct Guest ID will be AUTOMATICALLY entered into this field.
This field is required.
Date Entered: This field will also be automatically entered when you reach this screen, and will display the ACTUAL date the complaint is entered (NOT the System date, in the event that they are different).
This field is required.
User ID: This is the identifier for the person using your Skyware Systems interface. This is automatically entered by Skyware upon reaching the screen, and allows you to subsequently know whom the User which entered the complaint is.
Severity: This is a drop-down menu of available options. Select one. Note: Severity options are STATIC within Skyware Systems, they cannot be changed by your Property. They are shown listed in descending severity (strongest to weakest), and include Very Serious, Serious, Reasonable, and No Action.
Deny Access: This box may be checked or unchecked. If this box is checked the Status icon for this guest will subsequently be displayed as red, indicating that this guest should NOT be rented to (i.e. the Guest has a DNR (Do Not Rent) against them).
Priority: This indicates the priority level of the complaint. via a numeric value entered into the field. By default it will show the number 1. Priority level ranking is Property specific, and may be ascending or descending. It is suggested however that 1 is the highest priority level.
Notify Manager: This box may be checked or unchecked. If checked, an email will be sent to the address on file notifying the recipient of a complaint having been generated (when the said complaint has been saved).
Resolved: This box may be checked or unchecked. If checked, the complaint issue has been fixed or dealt with.
Note: This field alone does not change the color of the status icon. It will not return to green until you have also checked the "All Parties are satisfied" option.
All Parties are satisfied: Both your Property AND the guest(s) are satisfied with the resolution of this complaint. Checking this box will cause the complaint to be nullified, and the status icon for the guest will once again display in green.
(Note: If the status icon was previously red rather than yellow, you will ALSO need to un-check the Deny Access box field).
Resolved Date: This is the date on which the resolution of the complaint occurred. You may select from the drop-down options for year, month and day, or select the appropriate date using the calendar icon to the right. The date entered should again be the ACTUAL date, which may be different from the current system date.
Cost: If there has been a cost to your Property because of this guest (for example damage to the room) enter it into this field. The default value is 0.
Complaint: This section allows you to enter a detailed description of the complaint into the field, which will be seen by anyone who runs the report.
Resolved Description: This section allows you to enter a description of how this complaint was resolved.
Once you have entered the details of a complaint, you will need to click the save icon in the local tool bar to save it into Skyware Systems. Once this is done, the complaint will be visible on the left side of this screen.
You may edit a complaint at any time to enter its resolution (by selecting it from the left). Any complaints entered in your system for this guest will ALWAYS be displayed, even after it has been resolved. (Resolved complaints will have "yes" in the resolved column on the left, rather than "no").
Entering or Viewing a Complaint for ANY Guest:
Skyware Systems also has a Guest Complaint screen for ALL complaints at your Property, rather than those associated with a specific guest.
You can reach the (All) Guests Complaints Screen using the Full Menu.
Click the icon on the left for the Full menu.
This will display the Full menu in a tabular form, with four sections, Registration, Status, Cashier and Other.
From the Other Section, select Other =>.
This will display the Other Front Desk Tasks Menu, which has four sections, Other List 1, Other List 2, Documents and Web.
Select Guests Complaints from the Other List 2 section of the Other Front Desk Tasks Menu.
OR
You can reach the (All) Guests Complaints Screen using the Reports Menu:
The Reports Menu can be accessed by clicking the Reports icon on the Action Bar:
OR
Click Reports from the Status section of the Full Menu.
Click the icon on the left for the Full menu.
This will display the Full menu in a tabular form, with four sections, Registration, Status, Cashier and Other.
From the Status Section, select Reports.
The Reports screen is divided into four sections, Room Reports, Revenue Reports, Managers Reports and Other Reports.
Select Guest Complaints from the Other Reports section of the Reports Menu.
This screen is almost identical to the Guest Complaint Screen for any particular guest, but will display the list of ALL complaints at your Property on the left.
Any one may be selected to show the details of the complaint on the right side, where they may be edited. You may also use this screen to enter in a new complaint.
Guest ID: The relevant Guest ID for the guest associated with the Complaint should be entered here.
This field is required.
Date Entered: This field will also be automatically entered when you reach this screen, and will display the ACTUAL date the complaint is entered (NOT the System date, in the event that they are different).
This field is required.
User ID: This is the identifier for the person using your Skyware Systems interface. This is automatically entered by Skyware upon reaching the screen, and allows you to subsequently know whom the User which entered the complaint is.
Severity: This is a drop-down menu of available options. Select one. Note: Severity options are STATIC within Skyware Systems, they cannot be changed by your Property. They are shown listed in descending severity (strongest to weakest), and include Very Serious, Serious, Reasonable, and No Action.
Deny Access: This box may be checked or unchecked. If this box is checked the Status icon for this guest will subsequently be displayed as red, indicating that this guest should NOT be rented to (i.e. the Guest has a DNR (Do Not Rent) against them).
Priority: This indicates the priority level of the complaint. via a numeric value entered into the field. By default it will show the number 1. Priority level ranking is Property specific, and may be ascending or descending. It is suggested however that 1 is the highest priority level.
Notify Manager: This box may be checked or unchecked. If checked, an email will be sent to the address on file notifying the recipient of a complaint having been generated (when the said complaint has been saved).
Resolved: This box may be checked or unchecked. If checked, the complaint issue has been fixed or dealt with.
Note: This field alone does not change the color of the status icon. It will not return to green until you have also checked the "All Parties are satisfied" option.
All Parties are satisfied: Both your Property AND the guest(s) are satisfied with the resolution of this complaint. Checking this box will cause the complaint to be nullified, and the status icon for the guest will once again display in green.
(Note: If the status icon was previously red rather than yellow, you will ALSO need to un-check the Deny Access box field).
Resolved Date: This is the date on which the resolution of the complaint occurred. You may select from the drop-down options for year, month and day, or select the appropriate date using the calendar icon to the right. The date entered should again be the ACTUAL date, which may be different from the current system date.
Cost: If there has been a cost to your Property because of this guest (for example damage to the room) enter it into this field. The default value is 0.
Complaint: This section allows you to enter a detailed description of the complaint into the field, which will be seen by anyone who runs the report.
Resolved Description: This section allows you to enter a description of how this complaint was resolved.
Once you have entered the details of a complaint, you will need to click the save icon in the local tool bar to save it into Skyware Systems. Once this is done, the complaint will be visible on the left side of this screen.
You may edit a complaint at any time to enter its resolution (by selecting it from the left). Any complaints entered in your system for this guest will ALWAYS be displayed, even after it has been resolved. (Resolved complaints will have "yes" in the resolved column on the left, rather than "no").
Date Updated May 06, 2021