Reporting guest misconduct

Misconduct issues are rare, but if you do have a poor guest experience, you can easily report the issue on the Extranet or 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 anytime from check-in to seven days after check-out. 

In this article:

Reporting guest misconduct on the Extranet

Follow these steps to report a guest on the Extranet: 

1. Log in to the Extranet
2. Click 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. Choose one of the misconduct scenarios and leave a brief comment under Details 
6. Choose whether 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. Choose one of the misconduct scenarios and leave a brief comment under Details 
6. Choose whether you want to block the guest from booking your property in the future.
7. Tap Submit report