Guest Voice · Action plans
Reputation cases
Operational cases created from negative or repeated guest feedback. Each case has an owner, due date, steps, and the reviews it answers.
Breakfast peak-flow redesign
CASE-BFLOW-01 · owner dept dining · due 2026-05-15
Negative breakfast mentions concentrated 08:30–09:15. Family + Booking.com cluster.
Steps
- Add second barista station 08:00–10:00
- Re-arrange seating flow for prams
- Add quick-serve buffet station for kids
- Communicate to FO + concierge for arrival expectations
Upper-level A/C calibration sweep
CASE-AC-L8 · owner dept engineering · due 2026-04-22
L7-L8 A/C complaints + steam room temp deviation. WO-4180 already open.
Steps
- Calibrate FC-02 in spa
- Sweep VRF setpoints L7-L8
- Validate sleep-quality reviews next 30 days
Reviews (1)
Parking arrival instructions refresh
CASE-PARKING-01 · owner dept front-office · due 2026-04-30
Pre-arrival comms + EV charger UX gap.
Steps
- Update pre-arrival email template + map link
- Add wayfinding signage at garage entrance
- Publish EV charger availability in app
Event-night noise comms
CASE-NOISE-EVT · owner dept security · due 2026-05-31
Saturday casino event impacts upper-floor sleep — recurring.
Steps
- Pre-arrival event-night notice for Saturdays
- Quiet-zone room block on event Saturdays
- Casino sound limit policy review
Reviews (1)
Kids-club hours expansion (seasonal)
CASE-KIDS-HOURS · owner dept amenities · due 2026-06-01
Family stays consistently request longer afternoon hours.
Steps
- Confirm staffing budget
- Pilot extended hours weekends only