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Guestbud

Guests & stays · for tenants

Issue reports from guests

Let guests report maintenance and quality issues from the guest portal — with photos, urgency, best visiting time and entry permission — and work them in the dashboard.

Something broken during a stay? With issue reports switched on, guests tell you in the guest portal — no separate form, no searching for a phone number. Reservation, property and dates are filled in automatically.

1. Switch it on #

  1. Open Settings → Issue reports.
  2. Tick Guests can report issues.
  3. Optional: enter the email address that receives the reports (for example your maintenance team). Empty means the host-notification address from Settings → Email.
  4. Save.

Issue reports are off until you switch them on. You can switch them off again at any time; reports already received stay in the dashboard.

2. What the guest sees #

Once the stay guide is unlocked (check-in and payments done) and until one day after check-out, the guest portal shows Report an issue under Need anything? and in the help button. The guest fills in:

  • Type of issue — air conditioning or heating, plumbing, hot water, electricity, Wi-Fi or TV, appliance, door, lock or key, cleanliness, pests, noise, missing item, or other.
  • What happened and, optionally, the apartment or door number.
  • Photos — up to 4, taken with the phone camera.
  • How urgent it is — urgent, soon, or not urgent (for after the stay).
  • Best time to visit — morning, afternoon or evening.
  • Whether your team may enter when the guest is out (keys in the keybox) or the guest waits.
  • Phone or WhatsApp number.

After sending, the guest sees the report and its status (Received, Being fixed, Resolved) in the same place.

3. Work the reports #

You get a push notification (Settings → Notifications → A guest reported an issue) and an email; urgent reports are marked URGENT. All reports are under Issues in the top menu, with the number of open reports on the tab.

Open a report to see the description, the photos, the contact details (call or WhatsApp with one tap), the best time and the entry permission. Mark it In progress or Resolved, and add internal notes for your team — the guest never sees them. The report also appears in the booking's activity.

Guest photos are stored privately with the booking and only shown to signed-in users of your account.

For developers #

New reports trigger the webhook event issue.reported (see Settings → Webhooks). GET /api/v1/issues lists the reports and PATCH /api/v1/issues/{id} changes the status or adds a note.

Frequently asked questions #

Can guests report before arrival? #

No. The button appears once the stay guide is unlocked and disappears one day after check-out.

Do I need this if I already use a form tool? #

No, it is optional. The advantage is that the report is linked to the booking and property automatically, and the guest sees the status.