Help Centre

Issue Reports

Let guests report problems directly from your guide with photos, categories, and urgency levels.

Last reviewed: September 2026

What are Issue Reports?

Issue Reports let guests report problems or maintenance issues directly from your guide. Instead of sending you a message on a booking platform, guests can submit a structured report with a description, category, urgency level, and photos. You get notified by email and can track the resolution in your dashboard.

Guests can describe the issue in detailPhoto attachments so you can see the problemCategories to classify the type of issueUrgency flag for time-sensitive problemsEmail notifications when new reports come inFull status workflow from new to archived

How Guests Report Issues

1

Guest finds the report button

The issue report button appears in the guest guide (typically in the footer or action bar). Guests tap it when they encounter a problem.2

Guest fills in the report form

They provide their name (optional), email (optional), a description of the issue, and select a category. They can also mark the issue as urgent.3

Guest attaches photos

Guests can take or upload photos showing the problem. This helps you understand and respond to the issue faster.4

Report is submitted

The report is saved and you receive an email notification. The guest sees a confirmation that their report was received.

Pro Tip

Guest email is optional but helpful. If they provide it, you can notify them when the issue is acknowledged or resolved. Encourage guests to include their email for follow-up.

Issue Categories

Categories help you quickly understand and prioritise incoming reports. Common categories include:

Plumbing & WaterElectricalHeating & CoolingAppliancesCleanlinessSafety & SecurityNoiseWiFi & InternetFurniture & FixturesOther

Status Workflow

Each issue report follows a status workflow so you can track progress from submission to resolution:

1

New

A guest has submitted an issue. You have not yet responded.

2

Acknowledged

You have seen the report and the guest has been notified.

3

In Progress

You are working on resolving the issue.

4

Resolved

The issue has been fixed. The guest can be notified.

5

Archived

The report is closed and moved to archive for your records.

Managing Reports

You can manage issue reports from your dashboard. Here is what you can do with each report:

Acknowledge - Let the guest know you have seen their report. An email notification is sent if they provided their email.Add internal notes - Record private notes about the issue, actions taken, or contractor details. Guests cannot see these.Update status - Move the report through the workflow as you work on it.Resolve - Mark the issue as resolved. The guest is notified that the problem has been addressed.Archive - Move resolved reports to the archive to keep your active list clean.

Pro Tip

Use internal notes to track what you did to resolve each issue. This builds a maintenance log for your property that can be useful for insurance claims or property management records.

Email Notifications

You receive email notifications at key points in the issue report lifecycle:

When a new issue is reportedReminder if a report has not been acknowledged within a set timeWhen a guest adds additional information to an existing report

You can configure email notification preferences in your Settings.

Troubleshooting

  • Not receiving email notifications for new issues → Check your email preferences in Settings. Make sure issue report notifications are enabled and check your spam folder.
  • Guest says they cannot find the report button → Issue reporting must be enabled in your property settings. The report button appears in the guest guide footer or action bar.
  • Photos not loading in issue reports → Guest-uploaded photos may take a moment to process. If they still do not load, the images may have been too large. The system accepts files up to 5MB.
  • Too many spam or irrelevant reports → Consider adding a category requirement or a brief description minimum. You can also archive and add internal notes to irrelevant reports.
  • Want to disable issue reporting for one property → Toggle off issue reporting in that property's settings. This hides the report button from the guest guide.

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