Every case, tracked start to close
Report damage, complaints, and disputes with photos and documents, then track each case from open to resolved, including escalation to legal.
| Case # | Title | Type | Property | Status | Severity | Reported |
|---|---|---|---|---|---|---|
| INC-1042 | Broken window latch | Damage | Gracia Loft 2B | Open | Medium | Sep 10 |
| INC-1039 | Noise complaint from neighbor | Noise | El Born Suite 4 | Under review | Low | Sep 9 |
| INC-1035 | Guest disputes cleaning fee | Dispute | Malasaña Duplex 7 | Waiting on the guest | Medium | Sep 7 |
| INC-1028 | Water damage in bathroom ceiling | Damage | Alfama Studio 3 | With legal | Critical | Sep 3 |
| INC-1021 | Missing kitchenware after checkout | Theft | Chiado Flat 12 | Resolved | High | Aug 28 |
| INC-1014 | Late checkout policy violation | Policy Violation | Ribeira Flat 5 | Archived | Low | Aug 20 |
Report what happened, in five steps
Pick a type and severity, link a property and reservation, then let AI fill in the details for you.
Case Types
Choose from damage, dispute, complaint, theft, noise, policy violation, maintenance, billing or other.
Severity Levels
Mark a case low, medium, high or critical so the team knows how fast to act.
“There's a crack in the window latch, it won't lock properly…”
Extract with AIAI-Assisted Fill
Paste a guest message or upload a PDF or Word document, and the title, summary and severity fill in.
Property and Reservation Links
Attach a case to a property and, optionally, to the guest's reservation for that stay.
Case Numbers
Every case gets its own case number the moment you submit it, for reference in every conversation.
Evidence Attachments
Attach photos, videos, receipts, messages or PDFs to a case, each with its own title and description.
Broken window latch
Being looked into. Opened Sep 10, 3 days ago.
Case opened
by Marta Silva
Photos attached
by Marta Silva
Maintenance scheduled
by RentRemote team
Water damage in bathroom ceiling
- Property
- Alfama Studio 3
- Guest
- Tomás Duarte
- Reservation
- BK-8823Sep 8 → Sep 19
- Damage deposit
- €300.00 Pending
Move a case from open to resolved
Track status, add internal comments, and log a formal statement from anyone involved, all on one case record.
Case Status
Move a case through open, under review, waiting on you, waiting on the guest, or with legal.
Legal Escalation
Escalate a case to legal when it needs more than a conversation, or step it back to review.
Marta Silva
Technician confirmed the latch needs replacing.
Seen by the RentRemote team, not the guest.
Internal Comments
Add comments the RentRemote team sees, kept separate from anything the guest is shown.
“I heard a crack when I opened the window this morning.”
Recorded Statements
Put a statement on the record with who said it and how, by phone, email, WhatsApp or in writing.
- Case openedSep 10
- Photos attachedSep 10
Case Timeline
See every event on a case, newest first, including the actions you took yourself.
Case Filtering
Filter cases by status, severity or type, and search across titles as you go.
Tie every case to the deposit it affects
Charge or refund from the linked deposit, watch the open and resolved counts, and see average time to close.
Deposit Withholding
Withhold a cost from the guest's deposit and cite this case as the reason.
Charges and Refunds
Record what was charged, refunded or ruled on a case once the RentRemote team settles it.
Case Counts
See open cases, cases resolved this month, and total cases on the incidents dashboard.
Average Resolution Time
See the average number of days it takes a case to go from open to resolved.
Days Open
See how many days a case has been open right on its detail view.
Case Documents
Keep the documents attached to a case, separate from the photo and receipt evidence.
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