GEP Assistance Requests

GEP assistance requests are guest-started service requests from the Guest Experience Platform. Guests open the GEP homepage, choose Assistance, and select the request they need. HOME staff then handle the resulting operational work from the task board.

Use this page when a property needs to understand how guest-facing assistance options connect to staff follow-up. Do not treat this as a separate staff-only Room Requests workflow.

Quick Reference

Guest Option	What It Means	Staff Follow-up
Request Amenities	Guest asks for room amenities or housekeeping items.	Assign the work, deliver the item, and close the task.
Luggage Down	Guest asks for luggage collection or bell service.	Assign the responsible team and track completion.
Wake-up Call	Guest asks for a wake-up call at a requested time.	Confirm the time and complete the call follow-up.
Clean Room	Guest asks for room cleaning.	Assign housekeeping follow-up and close after service.
Miscellaneous	Guest submits an assistance request that does not fit a standard option.	Review the notes, assign the right owner, and follow up.
Report an Issue	Guest reports a room, service, or property issue.	Triage the issue, assign follow-up, and close after resolution.
Guest Form	Property-defined guest fields attached to assistance requests.	Keep required fields practical, and hide Email or Phone when the property does not need them.
Service hours	Request Amenities, Luggage Down, Clean Room, and Wake-up Call can be limited to configured hours.	Check the configured hours when a guest cannot submit or schedule one of these services.
Clean Room levels	Touch Up, Light, and Full choices guests can see independently.	Keep at least one level enabled while Level of Cleaning is active.

AI Voice Assistance

When an eligible hotel administrator opens Settings > Guest Homepage , selects AI Voice Call, and enables Voice assistant, GEP shows guests an AI voice assistance button. Guests can use it to start a voice conversation for help from the GEP guest page.

The button appears only after the property has uploaded the approved hotel-information PDF and the complete AI-only policy is confirmed. Guests do not control the setting.

Guest flow

1. The guest opens the GEP guest page.
2. The guest selects the AI voice assistance button.
3. The guest follows the voice-assistance prompts and describes what they need.
4. The guest waits for the voice assistance session to start before trying again.

If the button is not shown, the feature is not currently available for that property. If GEP shows that AI voice assistance is unavailable, refresh the guest page and try again. Contact support if the property should have the feature but it remains unavailable.

When Request Amenities contains many options, guests can type in the search field, choose a matching suggestion, and jump to that amenity. They can use the clear control to start a new search.

Before You Start

• GEP must be enabled for the property.
• The guest homepage should show the Assistance menu.
• Assistance options should be enabled only when the property has an owner for that work.
• Required guest form fields should be agreed before publishing.
• Decide whether assistance requests need guest Email and Phone fields before configuring the form.
• Staff should know which team handles each assistance option.
• Task owners, task categories, and notification expectations should be ready before go-live.
• Check the configured service hours for Request Amenities, Luggage Down, Clean Room, and Wake-up Call. The guest flow evaluates these hours in the property's timezone.
• If Level of Cleaning is active, keep at least one Clean Room level enabled.
• Test the guest page on mobile before guests use the assistance menu.

Configure the Assistance Menu

1. Go to Settings > Guest Homepage.
2. Open Settings > Guest Homepage > Assistance (tab).
3. Enable the request options the property wants guests to use.
4. Review guest-facing labels and descriptions for each option.
5. Set the Request Amenities tab order if the property wants those options to appear in a specific sequence.
6. Open Settings > Guest Homepage > Assistance (tab) > Guest Form (tab). Use the Display toggle to show or hide Email and Phone. If a field is displayed, use its required setting only when staff need that value to complete the request.
7. Save changes.
8. Use the phone preview and live guest page to confirm each enabled option opens correctly and hidden contact fields do not appear.

Configure Clean Room Levels

1. Go to Settings > Guest Homepage > Assistance (tab) > Clean Room (tab).
2. Enable Level of Cleaning when guests should choose a cleaning level.
3. Use the Enable toggle for Touch Up, Light, and Full independently.
4. Keep at least one cleaning level enabled while Level of Cleaning is active.
5. Save the Clean Room settings.
6. Test the guest flow and confirm that only the enabled levels appear.

Guest Flow

1. The guest opens the GEP homepage.
2. The guest selects Assistance.
3. The guest chooses Request Amenities, Luggage Down, Wake-up Call, Clean Room, Miscellaneous, or Report an Issue. Request Amenities can follow the property-configured tab order; guests can search the amenity list and select a suggestion to jump to the matching request.
4. The guest enters the requested details, such as room number, time, item, or issue notes. For a Wake-up Call, the guest chooses a date from the date-only calendar and chooses the time separately. Email and Phone appear only when the property has enabled those fields; displayed fields can be required or optional.
5. The guest submits the request.
6. The guest waits for the submission to finish. GEP then shows the submitted request or status view when the flow supports it.
7. HOME creates operational work for staff follow-up.

Wait for the submission to finish before trying again. This helps the guest confirm the first request before starting another request for the same need.

Flow Checks

Flow	Guest Check	Staff Check
Request Amenities	Guest can choose the needed item and submit the request when the service is available.	Staff can see the requested item and room before delivery.
Luggage Down	Guest can request luggage collection with useful timing or notes.	Bell or front office staff can identify the room and follow-up owner.
Wake-up Call	Guest can choose a date and time separately and review an existing wake-up call where applicable.	Staff can confirm the date and time and complete the follow-up.
Clean Room	Guest can request room cleaning and see the request state.	Housekeeping staff can identify the room and update the related work.
Report an Issue	Guest can describe the issue clearly enough for triage.	Staff can route the issue to housekeeping, engineering, front office, or the right owner.
Guest Form	Required fields are clear and not excessive.	Staff receive enough guest information to act without recontacting the guest unnecessarily.

Request Amenities shows an availability message and disables Request outside its configured hours. For Luggage Down and Clean Room, the selected service time must be within the configured service hours. Wake-up Call checks the current service availability before the guest selects a schedule. The check uses the property's timezone, supports hours that cross midnight, and includes the configured start and end times.

Staff Handling

1. Staff go to Staff bottom navigation > Tasks.
2. Review open work from GEP assistance requests.
3. Check the room, request type, notes, and any requested time.
4. Assign or reassign the work to the responsible staff member or team.
5. Update the status as the team progresses.
6. Add notes if another shift needs context.
7. Close the task when the request is fulfilled or the issue is resolved.

Troubleshooting

Guest cannot find Assistance

What you see: The guest opens the GEP homepage, but the assistance option is missing.

Do this:

1. Confirm the property is opening the correct GEP guest page.
2. Confirm the assistance menu is enabled for the property.
3. Check guest homepage configuration and visible actions.
4. Refresh the guest page and test again on mobile.

Request is not visible on the task board

What you see: A guest submits an assistance request, but staff cannot find the work.

Do this:

1. Confirm the guest submitted the request from the correct property page.
2. Check task board filters for date, status, room, owner, or category.
3. Confirm staff have permission to view the task board.
4. Confirm notification and task routing expectations with the property setup owner.

Request details are unclear

What you see: Staff can see the request, but the notes do not provide enough information.

Do this:

1. Check the guest-entered notes and room details.
2. Contact the guest or front desk when the request cannot be fulfilled safely.
3. Add an internal note before reassigning or closing the task.
4. Review guest-facing labels if the same confusion repeats.

Guest form blocks submission

What you see: The guest cannot submit an assistance request because a form field is missing or confusing.

Do this:

1. Confirm the required field is still needed operationally.
2. Check whether the field label is clear in the guest language being tested.
3. Remove unnecessary mandatory fields from the assistance configuration.
4. Test the same request again on the guest page.

An Email or Phone field should not appear

What you see: The guest form shows a contact field that the property does not want to collect, or a field is missing when staff need it.

Do this:

1. Go to Settings > Guest Homepage > Assistance (tab) > Guest Form (tab).
2. Check the Display toggle for Email or Phone.
3. If the field is displayed, check whether it should also be required.
4. Click Save, then refresh the guest page and test the request again.

An assistance service is unavailable

What you see: The guest sees an availability message for Request Amenities, Wake-up Call, Luggage Down, or Clean Room, and cannot submit or schedule the service.

Do this:

1. Confirm which service the guest selected and note the current or requested time.
2. Review the service-hours configuration for that service in the Assistance settings.
3. Compare the configured hours with the property's timezone, not the guest's device timezone.
4. For Request Amenities, ask the guest to try again when the service is available. For Luggage Down or Clean Room, ask the guest to choose a time within the configured range. For Wake-up Call, ask the guest to try again when the service is available.
5. If the displayed range does not match the property configuration, refresh the guest page and escalate with the service name, configured hours, property timezone, and a screenshot of the message.

A Clean Room level is missing

What you see: Guests cannot select a cleaning level that the property expects to offer.

Do this:

1. Go to Settings > Guest Homepage > Assistance (tab) > Clean Room (tab).
2. Confirm Level of Cleaning is enabled.
3. Check the Enable toggle for Touch Up, Light, or Full.
4. Keep at least one level enabled, save the settings, and refresh the guest page.

AI voice assistance is missing or unavailable

What you see: The guest cannot find the AI voice assistance button, or GEP says that AI voice assistance is unavailable.

Do this:

1. Confirm the guest is opening the correct property's GEP page.
2. Refresh the guest page and check again.
3. Confirm the property is expected to have AI voice assistance enabled.
4. If the feature should be available but the button is still missing or unavailable, contact support with the property and a screenshot.

Related Guides

• Configure the Guest Homepage
• Use the Task Board
• Create, Assign, and Complete Tasks
• Notifications Not Working