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Hurdles

Hurdles are guest issues that need tracking and resolution. When something goes wrong during a stay, log it as a hurdle so your team can work together to make it right.

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Why “Hurdles”?

We call issues “hurdles” because they’re obstacles between your guest and a great experience. Your job is to help guests clear these hurdles - and ABRA helps you track every step.

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The Hurdles Dashboard

Access the hurdles dashboard from the main navigation. Here you’ll find two tabs:
The main view showing all hurdles for your property. Each row displays:
  • Guest name with stay count and any celebrations
  • Reservation status (Arrivals, In-House, Departures, Upcoming, Past)
  • Room number where the issue occurred
  • Date/time the hurdle was logged
  • Creator who logged the hurdle
  • Category (department responsible)
  • Tags for issue classification
  • Temperature rating (1-10 urgency scale)
  • Status (Open or Closed)

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Filtering Hurdles

Use the filter panel to narrow your view:
1

Filter by reservation status

Select one or more: Arrivals, In-House, Departures, Upcoming, or Past
2

Filter by hurdle status

Choose Open, Closed, or both to see all hurdles
3

Search

Type guest names, room numbers, departments, or keywords to find specific hurdles
Focus on In-House guests with Open hurdles to prioritize issues you can still fix during their stay.

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Hurdle Statuses

Every hurdle has one of two statuses:
StatusMeaningVisual Indicator
OpenIssue needs attention or resolutionRed dot
ClosedIssue has been resolvedGreen checkmark
When you close a hurdle, you’ll be prompted to confirm the final compensation amount before marking it resolved.

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Temperature Ratings

Temperature indicates how upset the guest is, on a scale of 1-10:
RangeMeaningSuggested Response
1-3All good - minor inconvenienceStandard service recovery
4-6Moderately upsetPersonal attention from supervisor
7-8Very upsetManagement involvement recommended
9-10Extremely upsetImmediate escalation required
High-temperature hurdles (7+) deserve immediate attention. Don’t let these sit - check on them frequently and involve management early.

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Hurdle Lifecycle

┌──────────┐     ┌──────────┐     ┌──────────┐
│   OPEN   │ ──► │  WORKING │ ──► │  CLOSED  │
│          │     │          │     │          │
│  Issue   │     │  Updates │     │ Resolved │
│  logged  │     │  tracked │     │ outcome  │
└──────────┘     └──────────┘     └──────────┘
1

Log the hurdle

When an issue occurs, create a hurdle immediately with all relevant details
2

Add updates as you work

Document what you’re doing to resolve the issue - this keeps your team informed
3

Add comments for discussion

Use comments to coordinate with colleagues or mention specific team members
4

Close with final compensation

When resolved, mark the hurdle closed and record any compensation provided

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Departments and Tags

Every hurdle is assigned to a department:
  • Food & Beverage - Restaurant, room service, bar issues
  • Housekeeping - Cleanliness, amenities, room condition
  • Front Office - Check-in/out, billing, requests
  • Recreation - Pool, gym, spa, activities
  • Maintenance - Broken items, repairs, room systems
  • Other - Issues that don’t fit standard categories
Each department has its own set of tags to classify specific issue types, making it easier to identify patterns and generate meaningful reports.

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Key Features

Full History

Every update and comment is permanently recorded with timestamps

Department Routing

Assign hurdles to the right team for faster resolution

Team Comments

Coordinate with colleagues using @mentions

Compensation Tracking

Document service recovery costs for reporting

Creating Hurdles

Step-by-step guide to logging new hurdles

Tracking Resolution

Managing hurdles through to closure

Compensation

Recording and reporting service recovery