> ## 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.

# Hurdles Overview

> Track and resolve guest issues with ABRA's hurdle system

# Hurdles

<Info>
  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.
</Info>

## 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.

## The Hurdles Dashboard

Access the hurdles dashboard from the main navigation. Here you'll find two tabs:

<Tabs>
  <Tab title="Hurdle List">
    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)
  </Tab>

  <Tab title="Analytics & Reports">
    View weekly and monthly hurdle trends, compensation costs by tag, and maintenance issues by room. Export all hurdle data to CSV for external analysis.
  </Tab>
</Tabs>

## Filtering Hurdles

Use the filter panel to narrow your view:

<Steps>
  <Step title="Filter by reservation status">
    Select one or more: Arrivals, In-House, Departures, Upcoming, or Past
  </Step>

  <Step title="Filter by hurdle status">
    Choose Open, Closed, or both to see all hurdles
  </Step>

  <Step title="Search">
    Type guest names, room numbers, departments, or keywords to find specific hurdles
  </Step>
</Steps>

<Tip>
  Focus on **In-House** guests with **Open** hurdles to prioritize issues you can still fix during their stay.
</Tip>

## Hurdle Statuses

Every hurdle has one of two statuses:

| Status     | Meaning                             | Visual Indicator |
| ---------- | ----------------------------------- | ---------------- |
| **Open**   | Issue needs attention or resolution | Red dot          |
| **Closed** | Issue has been resolved             | Green checkmark  |

When you close a hurdle, you'll be prompted to confirm the final compensation amount before marking it resolved.

## Temperature Ratings

Temperature indicates how upset the guest is, on a scale of 1-10:

| Range | Meaning                        | Suggested Response                 |
| ----- | ------------------------------ | ---------------------------------- |
| 1-3   | All good - minor inconvenience | Standard service recovery          |
| 4-6   | Moderately upset               | Personal attention from supervisor |
| 7-8   | Very upset                     | Management involvement recommended |
| 9-10  | Extremely upset                | Immediate escalation required      |

<Warning>
  High-temperature hurdles (7+) deserve immediate attention. Don't let these sit - check on them frequently and involve management early.
</Warning>

## Hurdle Lifecycle

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

<Steps>
  <Step title="Log the hurdle">
    When an issue occurs, create a hurdle immediately with all relevant details
  </Step>

  <Step title="Add updates as you work">
    Document what you're doing to resolve the issue - this keeps your team informed
  </Step>

  <Step title="Add comments for discussion">
    Use comments to coordinate with colleagues or mention specific team members
  </Step>

  <Step title="Close with final compensation">
    When resolved, mark the hurdle closed and record any compensation provided
  </Step>
</Steps>

## 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
* **Spa & 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.

## Key Features

<CardGroup cols={2}>
  <Card title="Full History" icon="clock-rotate-left">
    Every update and comment is permanently recorded with timestamps
  </Card>

  <Card title="Department Routing" icon="arrows-split-up-and-left">
    Assign hurdles to the right team for faster resolution
  </Card>

  <Card title="Team Comments" icon="comments">
    Coordinate with colleagues using @mentions
  </Card>

  <Card title="Compensation Tracking" icon="dollar-sign">
    Document service recovery costs for reporting
  </Card>
</CardGroup>

## Related Guides

<CardGroup cols={2}>
  <Card title="Creating Hurdles" icon="plus" href="/guides/hurdles/creating-hurdles">
    Step-by-step guide to logging new hurdles
  </Card>

  <Card title="Tracking Resolution" icon="check" href="/guides/hurdles/tracking-resolution">
    Managing hurdles through to closure
  </Card>

  <Card title="Compensation" icon="hand-holding-dollar" href="/guides/hurdles/compensations">
    Recording and reporting service recovery
  </Card>
</CardGroup>