# Issue reports from guests

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.