There are several things you can do to proactively or reactively reduce and manage guest complaints.
Educate your guests before it becomes a problem
By making sure that your guests understand that the AC is not broken, but behaves the way it should because you are being more sustainable, your complaints would significantly reduce.
This was proven to us by a client who started placing in-room messages about what SensorFlow does, bringing its complaints near 0 afterwards.
We are happy to provide you with personalised in-room messages you can print and install in rooms, or display on the TVs.
Use the Pre-cool function to ensure your guests walk into a cold room when possible
You can use the Pre-set feature on the dashboard to turn On the AC before your guests arrive. If you know they are on their way from the airport or activity, you can turn On their AC directly from your dashboard, allowing them to enter an already cold room upon their return.
You can learn more about how to do it by reading this article in our Help Center.
Give your guests the freedom to cool their room at the touch of a button, with Comfort Plus.
We are launching Comfort Plus, our new system that allows your guests to cool their own rooms on their way back to it. Guests may want to be more sustainable, but also like a cold room upon their return. This allows them to do both.
By logging into a web page you will have provided them, they can cool their room in advance, by simply pressing the pre-cool button themselves.
If you are interested in this new feature, plus let your Customer Success Manager know so we can give you a proper introduction.
How to reactively answer guests’ complaints
“My AC turns Off/ changes temperature when I leave the room, something is wrong”
“The room is too hot when I come back”
The first thing to do is to explain why the experienced this behaviour:
“As part of our sustainability efforts, your room air-conditioning is automated with SensorFlow's smart technology to switch to an energy-efficient setting when you are not in the room. When you are back, it automatically switches back to your original settings. These actions help us reduce our carbon footprint and make the world a greener place.”
If the guest still wants changes, you can do the following:
- if the room is in Supersave, change it to Smartsave 27 degrees
- if the room is in Smartsave already, reduce the unoccupied setpoint
- if the guest is bothered because it happens when they are out of the room for short periods, you can increase the occupancy timeout to 40 minutes
If you don’t know how to do this, you can refer to this article in our Help Center.
Make sure to enter the check-out dates and times of the guest when you save your changes so the room can go back to the property’s default settings afterwards, automatically.
“The AC turns off in the living room when I sit in the bedroom to work”
Here as well, you can explain what the system does and that you are trying to be more sustainable by saving energy in unoccupied spaces.
You can then offer the following:
- keep the doors closed so the room they are in remains cold
- use Smartsave so the AC does not turn Off, it just changes the temperature slightly
- you can also increase the occupancy timeout to a longer period (ex: 40 minutes) so if that person is in and out of the room a lot the AC stays as it is for a longer period
If you don’t know how to do this, you can refer to this article in our Help Center.
Make sure to enter the check-out dates and times of the guest when you save your changes so the room can go back to the property’s default settings afterwards, automatically.
“The AC in the living room is turning off at night”
The system does not automate in the bedrooms at night, however, depending on your settings, we may automate for 24 hours in the living areas, to optimise savings if no one is sleeping there.
If you receive a complaint, please explain how the system works.
Offer to close the door of the bedroom which will be more efficient and will allow them to stay cold with the AC On at night.
If this is not possible, you can change the automation hours of the living room to match the bedrooms, until the guest checks out.
Make sure to enter the check-out dates and times of the guest when you save your changes so the room can go back to the property’s default settings afterwards, automatically.
If you have a Daikin sensor installed:
“I am trying to set the AC at 16 degrees but it keeps increasing to 20 degrees”
Indeed, on this system, the setpoint limits are not hidden, which means the guests will see the minimum (or maximum) temperature setpoint you have selected on the dashboard.
The setpoint limitation is in place to reduce wastage and improve AC efficiency. Often in Asia where temperatures are high, low setpoints are unreachable but use a lot of energy trying. Also, a lower setpoint does not cool the room faster, as people may believe.
You can explain that, with a more achievable setpoint, the room will cool at the same speed but the compressor won’t overwork trying to achieve something hardly achievable (if at all). This may make it more efficient to achieve a slightly higher temperature.
If this is still a challenge, you can reduce the setpoint limit on the dashboard to something lower such as 18 or 19 degrees.
If you don’t know how to do this, you can refer to this article in our Help Center.
Make sure to enter the check-out dates and times of the guest when you save your changes so the room can go back to the property’s default settings afterwards, automatically.
“My AC does not cool, my room is consistently hot”
First of all, log into the dashboard and check the AC settings: what are they? The guest may have made a mistake when setting it up.
Is it in Cool or Auto mode? Or is it in Dry or Fan mode?
What is the setpoint selected?
How long has it been turned on?
If it is set in Fan or Dry mode, you can remotely update the AC settings from the dashboard and it will immediately be put through in the room without anyone having to go.
If you don’t know how to do this, you can refer to this article in our Help Center.