Handle Solution Cases, Warehouse Dispatch and Guest Reviews

Use this coordinated workflow when a guest issue needs investigation, a physical item, and a review response. Each module owns a different part of the same resolution.

What you will accomplish

By the end of this guide, you will be able to complete a cross-team guest issue from the correct CleanOver screen, understand the important checks before saving, and verify that the result is visible to the people who use it next.

Before you begin

• Collect the unit, guest stay, issue description, due date, and any photos.
• Decide who owns the case and whether warehouse delivery is required.
• Sign in to the Admin workspace and confirm you are in the correct business context.
• Use real operational dates and the property’s local timezone when the workflow includes time.

Step 1: Create or open the Solution Case

Go to Solution Cases and open the existing case or select the add action. Link the correct unit, stay, ticket, or review whenever available.

Expected result: The issue has one case record and a responsible owner.

Step 2: Set status, priority, and due date

Choose a status that reflects the actual stage and set a practical due date. Use notes to define the outcome expected from the team.

Expected result: The case can be prioritized without reading every comment.

Step 3: Record financial responsibility

When relevant, complete charge-back, accounts-receivable, or owner-responsibility fields using approved information.

Expected result: Financial follow-up is visible and not mixed into free-text notes.

Step 4: Create the warehouse requirement

If an item is needed, open Warehouse Dispatch or mark the linked ticket as requiring dispatch. Enter the item, quantity, unit, deadline, and delivery contact.

Expected result: Warehouse has a clear, dispatchable request.

Step 5: Track dispatch progress

Move the warehouse item through its available statuses and record delivery evidence or exceptions.

Expected result: The case owner can see whether the physical action is complete.

Step 6: Review the guest feedback

Open Reviews and locate the related guest review. Read the full comment and verify the operational facts before drafting a response.

Expected result: The response is based on the completed investigation.

Step 7: Close the loop

Update the Solution Case with the delivered item, guest communication, and final decision. Close the case only after all linked actions are complete.

Expected result: The case, dispatch, and review tell one consistent story.

Step 8: Use the outcome for prevention

Create a project task, checklist update, or unit note when the issue reveals a repeatable process gap.

Expected result: The resolution reduces the chance of the same issue recurring.

How to confirm the workflow is complete

• Refresh the destination list or calendar and confirm the saved record appears only once.
• Check the unit, date, status, owner or assignee, and any linked record before leaving the page.
• Open the next downstream view mentioned in the guide and confirm it shows the same information.
• Record an internal note when the action corrects historical data or changes another person’s responsibility.

Common issues and what to do

The expected record is missing

Clear old filters, check the date and business context, then search by the most specific identifier available. If the data comes from a connected provider, check connection and mapping status before recreating it manually.

A button is disabled

Look for a required field, incomplete checklist item, missing permission, locked lifecycle status, or unresolved linked task. Complete the highlighted requirement instead of trying to bypass it.

The page shows different information after refresh

Another user or integration may have updated the record. Compare timestamps and the source system, then apply the correction in the system that owns the data.

You are unsure whether to continue

Stop before cancelling, overwriting, revoking, or issuing a financial document. Ask the workflow owner to confirm the intended outcome and add that decision to the internal record.

Best practices

• Use clear names that make sense to a new team member without extra context.
• Prefer the smallest safe scope for bulk actions, filters, permissions, and date ranges.
• Keep guest-facing communication separate from internal diagnostic notes.
• Verify a high-risk change in a second view before considering it finished.
• Update the source configuration when the same correction is needed repeatedly.