Guest issues
Every problem, followed through
Each SOS alert and issue report opens a numbered case with an owner, a priority and a status. Notes and teammates stay with it until it’s resolved, so the fix doesn’t depend on who happened to see the message.
Included in every plan. See pricing
Reported in seconds
A code in the room, the washroom or on the table opens a private form: what happened, up to five photos, and contact details if you ask for them.
A case for everything
Each report and each alert opens a numbered case, GI-00001 onwards, with a priority, a status and an owner.
The team on the same page
Notes, collaborators and a history on each case, so the next shift picks up where the last one left off.
Resolved means resolved
Resolving a case resolves its SOS alert too, with a note on what was done.
Fix the room, not just the review
Guest Issue Management
All your cases on one board, with tabs for open, in progress, resolved and escalated. Filter by status, priority or source, open a case to read the guest’s words and see their photos, and export to CSV or PDF.
Issue-reporting codes that ask your own questions
Numbered cases, from low to critical priority
An owner for each case, with teammates added as needed
Resolution rate, average time to resolve and top categories
From the guest’s phone to the fix
A private form for the guest, and a case the team can follow through to the fix.
Made for hotels
Put a code in each area, from reception to the pool, or on every floor. Reports reach housekeeping, maintenance or reception during the stay, and remain open until fixed.
Monty for Hotels- A code for each area, floor or team
- Routing to reception, housekeeping or maintenance
- Where each report came from
Questions about guest issues
Do guests need to log in?
No. They scan and fill in a short form. You choose whether to ask for email, phone and photos, and whether each is required.
How are issues sorted?
Keyword rules give each one a category and a priority from what the guest wrote, and your team can change either.
Can we export issues?
Yes, to CSV or PDF, with the date, details and source of each one.
Does an issue create an SOS alert?
Yes. By default each report raises an SOS alert and opens a case, and you can switch either off.
More tools, more reviews
Each part of Monty works with the rest, from the first scan to the review and the next visit.
- SOS AlertsLow ratings and reported problems reach the right person in minutes, while the guest is still there.Learn More
- Review Inbox & AI RepliesGoogle, Tripadvisor and Trustpilot reviews in one daily inbox, each with a reply drafted for you to post.Learn More
- AI Reports & SentimentSentiment and topics from your feedback, a forecast, and a weekly report with one thing to try next.Learn More
- Staff & LeaderboardsCredit each rating to the team member whose code the guest used, and recognise the people who ask.Learn More
- SEO / GEOSee where you show up on Google Maps, street by street, for up to three searches.Learn More
- Dashboard & AnalyticsYour venue at a glance: ratings, alerts and staff, so the day starts with what needs attention.Learn More
Built for groups and franchises
Every venue in one account: alerts and cases across the group, a portfolio view that shows which venues need support, and the right access for each role.
Monty for Multi-Location