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Incident log
Record safety, damage, theft, and serious guest complaints with timeline and resolution.
Operations · Academy
What this section is
Incident log is for notable events: injury, theft, property damage, fire alarm, serious complaints. It is not a substitute for police/medical emergency calls — log after you secure people, then track resolution for the owner and insurance.
In the owner dashboard
Open Incident log under Listing / Property after you claim a stay. Same vocabulary as Help Academy.
~8 min
Typical time to read this guide and complete the screen once for a small property.
Operations · Facilities
Keep the building safe and sellable: OOO blocks, maintenance tickets, checklists, incidents, and lost & found.
Help cues
When to use it
Cue 1
Guest slips in the bathroom — first aid + record.
Cue 2
TV remote / minibar dispute escalating to damage claim.
Cue 3
Suspicious person / theft report from a room.
Do this
Step-by-step
-
Open Incident log
Operations → Facilities → Incident log. Create an entry with time, place, people involved, and what happened — facts, not blame.
India example: 12 Oct 22:10 · Room 112 · broken TV remote · guest informed · replaced. -
Link related ops actions
If a room is unsafe, add Maintenance + block. If FO needs a goodwill gesture, note folio/approval. Attach follow-up owner.
India example: Water leak incident → Maintenance urgent · 204 OOO · guest moved. -
Resolve and close
Update status when resolved; note outcome (replaced, refund approved, police ref if any). Keep records — do not delete history.
India example: Remote replaced · guest satisfied · incident Closed.
Tips
Write times in IST and staff names — memory fades before insurance asks. · Medical/police emergencies: call help first, log second.
Common mistakes
Recording only in WhatsApp — no searchable property record when the guest disputes weeks later.
Staff training
Detailed examples
Full India-hotel scenarios — same structure as Help Academy. Follow on the live screen with your team.
Example 1: Log bathroom slip with facts
Setting
Guest reports slip in 112 · minor bruise · no ambulance needed.
Who is involved
FO manager · HK
Incident log is calm facts + follow-up — after the guest is safe.
| # | What staff do | What they should see |
|---|---|---|
| 1 | Incident log → time, room, what happened, staff present | Entry created. |
| 2 | HK check floor mats · Maintenance if wet area risk | Linked actions noted. |
| 3 | Guest update · close when resolved | Record ready if insurer asks. |
Pricing unlock
Which plans include Incident log
Ready to set this up?
Claim your listing, open Incident log in the owner dashboard, then continue Setup order.