BUMERANG · HOTEL · REQUESTS

Nothing gets lost,
and nothing runs late unnoticed.

Every request from the room lands in one flow: room service, housekeeping, extra items, technical issues, late checkout and early check-in. It reaches the right department, a staff member takes it on, and if the SLA timer runs over, the manager is notified.

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Waiting, in progress, done

A request starts as "waiting". It moves to "in progress" when a staff member takes it on, and closes when the work is finished. Technical issues are closed with a photo, and every request carries a message thread so the front desk can reply to the guest. Each status change is recorded with who did it and when.

Hotel request management screen with today's requests, average response time and approved upsell revenue

You decide the request types

Use the ready-made types or add your own. Each type is bound to a department, so picking it sends the job straight to that team.

  • Room service and restaurant orders
  • Housekeeping and cleaning
  • Extra items: towels, pillows, cots
  • Technical issues, with a photo
  • Late checkout and early check-in — paid or free
  • Internet speed package requests

Assignment rules: work waits for no one

Staff are defined with their departments — housekeeping sees its own list, the technical team sees its own issues. Define an assignment rule and a new request goes straight to the right person or department. Without a rule, a pool model applies: whoever picks it up first owns it.

SLA timers and overdue alerts

You set a time threshold per request type: how many minutes before whom gets warned. Open requests are scanned every five minutes and anything past its threshold triggers a notification — by SMS if you want. The point is not blame; it is fixing the delay before the front desk hears about it.

  • A separate threshold per request type
  • Staged alerts: staff first, then the manager
  • Optional SMS when a threshold is breached
  • Open requests scanned every five minutes

A monitor that stays open at the desk

The request monitor is built to be left open at reception or on an office screen: new requests arrive with an audible alert and the cards stream in with room number, type and status. Shifts change; what is happening stays visible at a glance.

Hotel request monitor with room service, extra request and technical issue cards and their status
A department per request typePool or direct assignmentSLA thresholds with overdue alertsMessage thread inside the requestClose the job with a photoUpsell revenue in the reportLive request monitorRun it from the floor with the staff PWA

When the same fault comes back a third time

Issue records are reported by room and by type, and an AI-assisted summary surfaces the recurring ones. That way the air-conditioning complaint that shows up every week becomes a maintenance decision instead of disappearing among hundreds of closed requests.

Checkout closes requests too

When a guest checks out, open requests for that room are cancelled and the room is flagged dirty, so the housekeeping list updates itself. Useroam never posts to your PMS folio — financial records stay on the PMS side.

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Let's map your request flow in a demo.

We will set up your request types, departments and time thresholds together.

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Frequently asked questions

Where do requests come from?
Guests scan the QR code in the room to open the portal, or reach it from the WiFi login. Reception can also raise a request on the guest's behalf.
Who receives a request?
Each request type is bound to a department. With an assignment rule the job goes straight to the right person; without one, a pool model applies and whoever takes it first owns it.
How do we spot delays?
You set a threshold per request type. Open requests are scanned every five minutes, and anything past its threshold triggers a notification, optionally by SMS.
Do staff need to sit at a desk?
No. Staff see, take on and close requests from the app on their phone, closing jobs with a photo. The app installs in seconds by scanning a QR code.
What happens at checkout?
Open requests for that room are cancelled and the room is flagged dirty. Nothing is written to your PMS folio.

Related guides

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