Complaints

When a guest raises a problem, it lands in Complaints. Stayantra's triage agent reads it, works out who is likely responsible and why, and leaves a recommendation for you. You decide what actually happens.

1. The queue

The page opens on open complaints — everything filed, triaged or routed — because that is the work in front of you. Switch the status filter to see resolved and dismissed history.

Each row shows the guest, the room, the category, how long the complaint has been waiting, and whether the AI has triaged it yet. Newest first. Filter by category or search the text to find one.

[!NOTE] Waiting time is the number worth watching. A complaint that has sat unanswered for two days is a worse problem than the one it describes.

2. Reading a complaint

Selecting a row opens the full detail: what the guest wrote, which stay it belongs to, when it was filed, and a link to the booking.

The AI triage recommendation

If the triage agent has looked at it, you will see:

• Recommended responsibility — the department it most likely belongs to.
• Confidence — high, medium or low, based on how much stay evidence supported it.
• The evidence — one sentence naming the strongest thing it found.

[!IMPORTANT] This is a recommendation for a human decision, not a finding. The triage agent writes no performance stars, no strikes, no gamification points and nothing that touches payroll. Nobody is marked down because the AI suggested a department. Acting on it is your call, and disagreeing with it costs nothing.

A complaint with no recommendation simply has not been triaged yet — usually because triage is still queued.

3. Working a complaint

Complaints move forward through a fixed set of steps, and the page only offers the ones that are actually allowed from where the complaint is now:

Resolved and Dismissed are final. There is no reopening: if the same problem recurs, it is a new complaint, and keeping them separate is what makes the history honest.

You cannot jump straight from Filed to Resolved. Something that nobody has looked at yet must not be recorded as put right.

Dismiss is for complaints that are duplicates or not real issues — it is always available while the complaint is live, so junk never blocks the queue.

[!NOTE] Reading complaints and acting on them are separate permissions. Staff who can see the queue cannot necessarily change a complaint's status.

4. From the Today view

A room with an open complaint is flagged on its tile in the Today view, with the category, so the front desk sees it before walking over. Tapping the flag opens that complaint here.

5. Current limits

Two things this page does not yet do, so you know before you rely on it:

• Resolving does not record how. The status changes, but there is nowhere to write what was done or who did it. That history has to live in your own notes for now.
• Routing does not dispatch. Marking a complaint Routed records the decision; it does not itself create a housekeeping or maintenance task. Raise that task in the Task Queue.