Guest Complaints Module
Every complaint tracked. Every guest heard.
Log, escalate, and resolve guest complaints with full audit trails, automatic work order linking, and analytics that help you fix the root cause — not just the symptom.
< 8 min
Avg. response time
98.5%
Resolution rate
+22%
Guest satisfaction
Every complaint visible. Nothing lost in the noise.
A live dashboard showing every open complaint — urgency level, affected guest, responsible department, and time since reported. No more notebooks, no more verbal handoffs, no more forgotten follow-ups.
Urgency levels that drive the right response speed.
Log complaints as Critical, High, Medium, or Low — each with its own response time target. Atrium tracks elapsed time automatically and escalates before deadlines are missed. A noisy AC at midnight doesn't wait in the same queue as a missing towel.
Complaint filed. Work order created. Automatically.
When a complaint requires a fix, Atrium creates a linked maintenance work order with one tap. When the engineer resolves the issue, the complaint is auto-updated. Two systems, one flow — no double tracking.
Right team, right complaint, right away.
Complaints are routed to the responsible department automatically — housekeeping for cleanliness issues, maintenance for broken fixtures, front office for service delays. No more figuring out who should handle what.
Full guest history. Every stay, every issue.
See a guest's complete complaint history across all their stays — what happened, how it was resolved, and how long it took. When a returning guest has an issue, your team has full context before they even pick up the phone.
Spot the patterns before they become the problem.
Complaint analytics show you what's trending — which categories are rising, which rooms generate the most issues, and how your response times compare week over week. Fix the root cause, not just the symptom.
From the field
What guest relations managers say
“Before Atrium, complaints lived in a notebook at the front desk. Half the time the night shift didn't know what the day shift had promised. Now every complaint has a timeline, an owner, and a resolution.”
Guest Relations Manager
Boutique Hotel, 35 rooms
“The analytics showed us that 40% of our complaints were about the same three rooms. We fixed the underlying AC issues and those complaints disappeared completely.”
General Manager
Beach Resort, 48 rooms
Every complaint resolved.
Every guest remembered.
See how Atrium turns guest complaints into accountability and resolution in a 20-minute walkthrough.
No long contracts · Setup in under a day · Cancel anytime