Reporting guest misconduct

Misconduct issues are rare, but if you do have a poor guest experience you can easily report the issue in the extranet or on the Pulse app. Keep in mind that you can only submit a report if the guest misconduct matches one of the seven scenarios provided on the report tool. Reports can be filed any time from check-in to seven days after check-out. 

What’s in this article:

Reporting guest misconduct in the extranet

Follow these steps to report a guest in the extranet: 

1. Log in to the extranet
2. Click on Reservations 
3. Select the guest you want to report by clicking the guest’s name or the reservation number 
4. Click Report guest misconduct 
5. Select one of the misconduct scenarios and leave a brief comment under Details 
6. Tick the box if you want to block the guest from booking your property in the future
7. Click Submit report

Reporting guest misconduct on the Pulse app

Follow these steps to block a guest using the Pulse app: 

1. Log in to the Pulse app on your mobile device 
2. Tap Bookings 
3. Select the dates when the guest stayed at your property, then tap the guest’s name
4. Tap Report guest misconduct  
5. Select one of the misconduct scenarios and leave a brief comment under Details 
6. Tick the box if you want to block the guest from booking your property in the future
7. Tap Submit report