Everything a complaint needs. In one case.

What happened. What the guest wants. Who owns it. Whether the guest is still in the hotel. What is overdue. Every case opens on the same clear picture.

• Guest, contact details and reservation in the case
• One owner; departments and colleagues involved without becoming owners
• Tasks with a full lifecycle, from assignment to completion
• In-house, urgent, legal, injury and reputation flags, kept separate from severity

Issues, files and verified findings build a real investigation trail, instead of a stream of comments. Every file shows where it came from.

Each person's authority is defined: what they can offer, up to what value, and where it can be used. Within it, they act. Beyond it, the right approver is asked.

• Compensation proposals with full version history
• Approval routed by value, type and scope
• Guest offer and response, recorded separately from approval
• Change or cancel at any time before closing, with the old version kept

Agreed compensation stays open until someone marks it fulfilled. A case cannot close while a promise to the guest is still pending.

Tuhpal tracks the clocks that matter: time since the guest last heard from you, time since real progress, approvals waiting and fulfilment delayed. Alerts reach the responsible person first, then escalate.

• Thresholds set by your organization
• Immediate alerts for urgent, legal and high-risk cases
• In-app notifications for new cases, assignments and approvals

A root cause is recorded at closing from a standard 15-category list, comparable across hotels from day one, and adjustable to your own.