What are Issue Alerts
They are automated indicators that appear next to guest names in your inbox and conversation pages. These labels help identify potential issues or concerns in guest messages by highlighting specific problems using keywords from their communications (such as maintenance issues or service-related concerns like "No hot water" or "Power outage"). Additionally, an alert will show next to Booking.com reservations where you are responsible for collecting payment.
We will send a push notification to alert the primary user and secondary users who have "Inbox" permission and are scoped to the relevant property whenever an issue is detected from a guest's message. We will not send this notification when payment for Booking.com reservations is missing.
Where can you see Issue Alerts?
If we detect an issue, you will find a warning label in two places:
In the inbox, next to the guest's name
In the conversation page:
Issues detected with the stay in a guest message will be flagged in the reservation details section, as well as when a payment is missing on Booking.com:
Additionally, when a payment is missing for a Booking.com reservation, we will flag that in an additional warning label on the conversation page:
How Do Issue Alerts Work?
When our system detects a potential issue in a guest conversation, we will:
Generate and display a label.
Send a push notification (not for missing Booking.com payments).
Prompt you to make a decision about whether you want to cancel scheduled review requests (in the case of guest-reported issues with their stay).
We will always display the latest issue we detected.
Removing Issue Alerts
If you have resolved an issue or believe it is not important, you can remove the alert by clicking the X icon next to the label.
This does not work for the missing Booking.com payment.
Managing Review Requests with Sentiment Labels
If you have scheduled review requests for that guest and an issue label appears, based on complaints detected in a message from the guest, you will see an alert that will allow you to act. You will have two options:
1. Cancel Review Requests
Choosing this option will cancel all scheduled review requests for that guest
New scheduled messages created through rulesets for this thread will also be automatically cancelled
You can restore cancelled messages at any time by clicking the "Restore" button on the scheduled message
2. Dismiss
Selecting this option will hide the alert, prompting you to cancel review requests
The alert won't appear again for this conversation
You can still manually cancel individual review requests if needed later
Availability
Issue alerts are available for users on the Host, Professional and Mogul plans.