What triggers an escalation
An escalation occurs when the AI cannot resolve a guest issue on its own. Common triggers include:
Safety concerns
A guest reports a safety hazard, a broken lock, a flood, or any situation that poses a risk to the guest or the property.
Guest complaints
A guest is unhappy with the property's condition and the AI cannot resolve the issue with information alone.
Explicit human request
The guest specifically asks to speak with a person.
What happens during an escalation
AI notifies the on-call team
A Rentujemy team member receives an instant alert on Slack or WhatsApp with full context — who the guest is, what property, and what the issue is.
Human joins the call
The on-call team member joins the live call from their browser within minutes. The full call transcript is already on screen.
Issue resolved
The agent resolves the issue — whether that means sending a maintenance worker, arranging a hotel stay, or simply reassuring the guest.
When you'll be notified
You'll be notified of an escalation if it directly concerns your property's condition — for example, a broken appliance, a damaged fixture, or a situation that may require owner approval or action. Routine guest complaints resolved by the team are logged but don't require your involvement.
Note: Escalation summaries are included in your monthly report so you have full visibility of any incidents at your property.