> ## Documentation Index
> Fetch the complete documentation index at: https://docs.abrahospitality.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Creating Hurdles

> How to log guest issues in ABRA

# Creating Hurdles

<Info>
  Log hurdles immediately when issues occur to ensure proper tracking and resolution. Your entire team receives a notification when a hurdle is created.
</Info>

## When to Log a Hurdle

Log a hurdle whenever:

* A guest reports a problem
* You observe an issue affecting a guest
* Something goes wrong with service delivery
* A guest expresses dissatisfaction

## Step-by-Step Guide

<Steps>
  <Step title="Navigate to the Guest Profile">
    Find the guest by searching their name or room number. Open their profile to access the Hurdles section.
  </Step>

  <Step title="Click the Add Button">
    In the Hurdles section, click the **+** button to open the hurdle form.
  </Step>

  <Step title="Select the Department">
    Choose which department the issue relates to:

    | Department       | Examples                                  |
    | ---------------- | ----------------------------------------- |
    | Food & Beverage  | Wrong order, slow service, quality issues |
    | Housekeeping     | Room not clean, missing amenities, noise  |
    | Front Office     | Check-in issues, billing, room assignment |
    | Spa & Recreation | Pool, spa, gym, activities problems       |
    | Maintenance      | Broken items, HVAC, plumbing, electrical  |
    | Other            | Issues that don't fit other categories    |

    <Note>
      If you select "Other," you'll need to specify the department name manually.
    </Note>
  </Step>

  <Step title="Select the Reservation">
    Choose which reservation this hurdle applies to. The system defaults to the current in-house reservation if one exists.
  </Step>

  <Step title="Add Relevant Tags">
    Select one or more tags to categorize the issue. Tags are specific to each department and help with reporting.

    <Tip>
      Tags are customized for your property. If you're selecting "Other" as the department, you can enter custom tags.
    </Tip>
  </Step>

  <Step title="Describe What Happened">
    Write a clear description of the issue. Be specific about:

    * What the guest reported or what you observed
    * When it occurred
    * Any relevant details

    <Warning>
      Keep descriptions factual and professional. This information may be reviewed by management and used in reports.
    </Warning>
  </Step>

  <Step title="Set the Temperature">
    Use the temperature scale to indicate guest sentiment:

    | Rating | Meaning                                  |
    | ------ | ---------------------------------------- |
    | 1-3    | All good - Minor issue, guest not upset  |
    | 4-6    | Moderate - Guest is inconvenienced       |
    | 7-10   | Very upset - Significant dissatisfaction |

    <Tip>
      The temperature helps prioritize issues. A higher temperature means the guest needs more immediate attention.
    </Tip>
  </Step>

  <Step title="Document Action Taken">
    Describe what you did to address the issue. Even if you're escalating to another department, note what initial steps you took.
  </Step>

  <Step title="Record Compensation (Optional)">
    If you provided any compensation (comped meal, room discount, etc.), enter the dollar amount. This helps track service recovery costs.
  </Step>

  <Step title="Submit the Hurdle">
    Click **Submit** to save the hurdle. All team members at your property will receive an email notification with the details.
  </Step>
</Steps>

## What Happens Next

When you submit a hurdle:

1. **Email Notification** - All staff members receive an email with the hurdle details
2. **Guest Timeline** - The hurdle appears on the guest's profile for reference
3. **Open Status** - The hurdle starts as "Open" and tracks all updates until resolved
4. **Reporting** - The hurdle contributes to department and property reports

## Best Practices

<CardGroup cols={2}>
  <Card title="Log Immediately" icon="clock">
    Don't wait until the end of your shift. Capture details while they're fresh.
  </Card>

  <Card title="Be Specific" icon="pen">
    Include room number, time, and exactly what happened. Vague entries don't help.
  </Card>

  <Card title="Right Department" icon="users">
    Route to the correct team so the right people are notified.
  </Card>

  <Card title="Accurate Temperature" icon="temperature-half">
    Be honest about guest sentiment. This helps prioritize response.
  </Card>
</CardGroup>

## Related Guides

<CardGroup cols={2}>
  <Card title="Tracking Resolution" icon="check" href="/guides/hurdles/tracking-resolution">
    How to update and close hurdles
  </Card>

  <Card title="Compensations" icon="dollar-sign" href="/guides/hurdles/compensations">
    Recording service recovery
  </Card>
</CardGroup>