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Guest Maintenance Issue Triage

Example prompt: "When a guest emails our property inbox about something broken, classify the severity (urgent today, next-day, log-and-batch), look up their room from our 'Bookings' Google Sheet, log it on the 'Maintenance Log' tab, and tag the handyman in #maintenance on Slack for anything urgent."

The Problem

A guest who messages at 9pm about no hot water needs a different response from a guest who messages about a faded light bulb, but both messages land in the same inbox and both compete with the same hundred other things on the desk. The expensive failure mode is the one where the urgent message gets read twelve hours later because it was buried under three reservation enquiries and a marketing email. The other failure mode is the steady drift of cosmetic issues that nobody logs, which add up to a property that quietly loses its sparkle.

How GloriaMundo Solves It

We build a workflow that reads new emails in the property inbox and identifies the ones that sound like maintenance reports. An LLM step classifies the issue into one of three tiers and pulls out the room and the problem in plain words. A sheet lookup finds the booking from the sender's email so we know which room they are in. The workflow logs every issue, routes Tier A urgent reports to the handyman in Slack with a guest acknowledgement drafted in our voice, batches Tier B into the weekly list, and quietly logs Tier C so nothing falls off the radar. Glass Box preview shows the classification and the drafts before any of them go out.

Example Workflow Steps

  1. Trigger (integration): A new Gmail message arrives in the property inbox where the body contains phrases suggesting a maintenance report.
  2. Step 1 (llm): Extract the issue in one sentence, the room if mentioned, and assign a severity tier (A urgent, B next-day, C log only).
  3. Step 2 (integration): Look the sender's email up against the 'Bookings' tab to find the active booking and the room name.
  4. Step 3 (integration): Append a row to the 'Maintenance Log' tab with date, room, issue, tier, guest name, and a link to the email thread.
  5. Step 4 (conditional): Branch on the tier.
  6. Step 5a (integration, Tier A): Post an @handyman message in #maintenance on Slack with room, issue, guest details, and the email link; draft a guest acknowledgement Gmail with the handyman's name and an honest time window.
  7. Step 5b (integration, Tier B): Append to the 'Handyman — This Week' tab; draft a guest acknowledgement saying it is on the list.
  8. Step 5c (integration, Tier C): Log only; no draft unless the guest asked for a reply.

Integrations Used

  • Gmail — the inbox the workflow listens to, and where guest acknowledgements are drafted for review
  • Google Sheets — the booking lookup, the maintenance log, and the handyman's weekly list
  • Slack — the urgent-issue channel where the handyman gets paged

Who This Is For

B&B owners, small hotel managers, and short-let hosts with a single inbox handling everything from enquiries to maintenance, who want urgent issues triaged within minutes rather than the morning after, and who would like the cosmetic backlog logged without having to write it down themselves.

Time & Cost Saved

The expensive case is the missed urgent message — the cost there is a refund and a one-star review, not a unit of time. On the steady-state side, the workflow saves five to ten minutes per maintenance email in classify-and-log overhead, and on a busy property that adds up to a couple of hours a week. The honest framing: the workflow's main job is to make sure Tier A messages reach the handyman before the guest goes to bed cold.