When somethingâs not right, Aunty steps in to help.
If a guest reports an issue during their stay, like a missing item, a broken appliance, or something not clean enough, hereâs what we do.
â If youâre using Front Desk
We reply to the guest promptly and acknowledge their concern
Our team will assess the issue and try to resolve it on the spot (e.g. sending updated instructions, confirming supplies)
If it canât be resolved remotely or needs follow-up, weâll escalate the issue to you with full context
Youâll be kept in the loop, but only involved when your input is necessary
â If youâre using Housekeeping only
We donât handle guest messaging, so the guest will contact you directly
If our cleaner notices something unusual or the guest is present during the clean, weâll let you know
You can always ask us to double-check something at the next visit or assist with scheduling a follow-up clean
â
Most guest concerns are minor.
Weâll try to resolve them quietly in the background and only loop you in when needed.
â ď¸ Common issues we can help with:
Guests canât find something they expected (e.g. towels, remote control, kitchen supplies)
A bin wasnât emptied or a spot was missed
A light isnât working or something seems broken
The guest says the property isnât clean enough
Linen smells musty or feels damp
A previous guest left something behind
The Wi-Fi name or password isnât working
A question about check-out time or rubbish disposal
The property feels too hot or too cold
A door or window wonât close properly
And a range of other important guest concerns
If a serious issue is reported, weâll always escalate it with care and context so youâre never caught off guard.