Hotel guest request management, from first message to a rated resolution
Requests scattered across WhatsApp, calls and sticky notes get lost. GuestFly gathers every guest request in one live board, routes it to the right team, and tracks it until the guest confirms it is fixed.
Every request, sorted before anyone reads it
When a guest writes, GuestFly understands the request and files it: the category, the urgency, the room and a short summary. It lands in the right department, so housekeeping sees the towels and maintenance sees the leak, and nobody scrolls through everything.
A live board for the whole hotel
The operations view shows what is open, what is urgent, what has no owner and how long the longest request has been waiting. Requests are grouped by stage, can be filtered by person, department or date, and update in real time.
- Priority and status at a glance
- Assignment to a person or a department
- Related requests grouped together
- Full history of what was said and done
Resolved means resolved
On Pro, Proactive Service Recovery asks the guest whether a resolved request is really fixed. If it is not, the same request is reopened with the reasons, its priority raised when the situation calls for it, and the team is told. The guest is not offered extras until the problem is solved.
See how your team performs
After a request is resolved, the guest rates the help with stars and a comment. Owners follow ratings, speed and trends per team member, with five access levels so everyone works in the space that fits their role.
Questions hotels ask
What is guest request management?
It is the work of receiving, sorting, assigning, tracking and closing every request a guest makes during a stay, so none is forgotten and the guest always knows the status.
Can housekeeping and maintenance see only their requests?
Yes. Requests are routed by department, and each person sees the requests that concern them according to their level.
Does GuestFly replace my property management system?
No. It works beside it and does not store reservations as a PMS does. You can sync guests and stays from your booking software.
How fast can we start?
Most hotels are live in an afternoon: add your hotel's facts and services, share the guest link, and invite your team. Every plan has a 7-day free trial.