Problems and damage reported with a photo
The booker or the front desk reports a broken projector or a damaged table from the booking. A photo from the phone and how bad it is go with it. Managers get a to-do, and damage can be charged to the booker.
PLANSEvery plan
The problem it solves
- The projector has been broken for a week, and each booker finds out in front of their guests.
- Damage after a party is noticed on Monday, and nobody knows which booking caused it.
- A problem told to the guard never reaches the person who fixes it.
- The deposit is returned in full before anyone checks the hall.
How it works
- During or after the booking, the booker opens it and taps Report a problem, or the front desk does it from the day's list.
- They type what is wrong, add details, choose how bad it is (Minor, Needs fixing or Unusable) and, in the app, add a photo.
- The facility's managers get a to-do; if it has none, its front desk does.
- The manager opens Issues and Damages, sees the booking, the booker, the photo and the severity, and gets it fixed.
- If the booker must pay, the manager ticks Charge the Booker and types the amount. With charges, it comes off the deposit.
- When it is fixed, the manager clicks Resolved.
Everything it does
Reporting
- From a booking in use or done, by its booker or the facility's front desk
- A short summary is required; details and a photo are optional
- Severity: Low, Medium or High (Minor, Needs fixing or Unusable for bookers); Low to start with
- Staff can also click New in Issues and Damages, or Report a Problem on the full booking form
Issues and Damages
- Facilities > Operations > Issues and Damages; high severity shown in red
- Filters Open, Resolved, High Severity and Charged to the Booker; group by status, severity, facility or reporter
- Each issue shows the facility, the booking and its booker, who reported it and when, the photo and the description
- Only the front desk and facility managers can charge the booker or resolve an issue
- A booker sees only the issues they reported
Damage charges
- Charge the Booker and an amount, set by facility managers
- With charges (Growth): the deposit is settled only after the booking's issues are resolved; damage above the deposit is invoiced
Who uses it
BookerReports a problem with a photo from the app or the booking screen.
Front deskReports what they find after use and follows the open issues.
Facility managerGets the to-do, decides a damage charge and resolves the issue.
Where you use it
- The SmartMy Facility app: Report a problem, with Take a photo or Choose a photo (built and in testing, not in the stores yet)
- Web: Report a problem in Book a Facility (no photo there), the full booking form, and Operations > Issues and Damages (with a photo)
- Not on the booking portal: portal users and outside hirers report through the app or the front desk
What you control
Settings
- Managers and front desk per facility: they receive the to-dos
- With SmartMy Desk: the issue type for facility issues, in the Helpdesk settings
Notifications
- A to-do to each manager of the facility (or its front desk when it has no managers) for every new issue
Works with
SmartMy DeskA reported problem opens a helpdesk ticket with the photo. Out of Service Until Fixed closes the facility to new bookings until the ticket is solved.
Questions
Can a booker add a photo from the web?
Not from the booking screen in Book a Facility. The phone app takes or picks a photo, and staff can add one on the issue in the back office.Who is told about a new problem?
The facility's managers get a to-do. If no manager is named, the facility's front desk gets it.Can we take the damage out of the deposit?
Yes, with Growth. Tick Charge the Booker and type the amount. The deposit is settled after the issue is resolved, less that amount.Can the room be closed until it is fixed?
With SmartMy Desk, tick Out of Service Until Fixed on the issue. Without it, add blocked time to the facility.Related features
WITH OTHER SMARTMY PRODUCTSProblem tickets and closed rooms with SmartMy DeskWith SmartMy Desk in the same account, every problem reported on a facility opens a helpdesk ticket for the maintenance team. It carries the room, the photo and the severity as its priority. Tick Out of Service Until Fixed and the room takes no new bookings until the ticket is solved; solving it reopens the room.CHARGES AND PAYMENTSecurity deposits and refundsOutside hirers leave a security deposit with their payment. After use it is returned less the damage charged. A cancelled booking is refunded by your rules on how many hours before the start it was cancelled.PORTAL, OFFICE SCREENS AND APPThe SmartMy Facility phone appOne app for everyone who books, approves or runs a facility, on Android and iOS. Bookers find a free room and book in a few taps, scan the door QR to check in and report a problem with a photo. Approvers decide, the front desk runs its day, members see their passes and cashiers sell at the counter.PORTAL, OFFICE SCREENS AND APPOffice screens and the front desk's dayStaff book from the back office on the same simple screens as the portal and the app: cards, a facility's day and one short form. Approvers decide on one screen, and the front desk runs its day from a board of who is expected, inside, done or a no-show.BOOKING RULESSetup and cleanup time, and blocked time for maintenanceKeep time free before and after each booking for setting up and clearing. Block facilities for maintenance, cleaning, events or holidays, once or every week.
See it with your own rooms.
Tell us what you run: rooms, halls, courts, desks. We will show you a booking from request to check-out with your rules.