Roomonitor Service Guide:
Simplifying your experience
At Roomonitor, we are committed to offer an efficient and organized service, tailored to the specific needs of our clients and their guests.
To achieve this, we have structured and classified our services in three main categories: check-ins, openings and Room Services. This organization allows us to optimize planning and ensure an appropriate response in every situation, guaranteeing that requests are handled as efficiently as possible.
Below is a detailed description of each type of service, their response times and the different scenarios that may influence their scheduling. Our goal is to provide clarity in processes and ensure that every customer and guest receives the best service experience.
Types of service
Check-ins
Our team coordinates and carries out the check-in process, either remotely or in person, whenever the client requests us to manage the arrival of their guests, ensuring a smooth and professional experience at all times.
Confirmed Check-in: Request submitted more than 24 hours in advance.
Opening Assistance
This service is activated when a guest or client contacts us due to difficulties accessing the property.
Opening: Request submitted between 2 and 24 hours in advance.
Urgent Opening: Request submitted less than 2 hours in advance or without a previously agreed time.
Room services
Miscellaneous requests:
In Roomonitor we consider room services to the requests that guests or clients ask us directly, related to bring sheets or towels, WiFi, electricity, or water leak checks, key delivery, among other requests that are foreseen based on the needs of the guests during their stay.
It is important to take into consideration that the minimum time for this type of service is 1 hour.
Check-in Conditions
For Roomonitor to guarantee the check-in at the agreed time, the client must meet the following conditions:
- To request an in-person check-in, it is essential to send an email to: alarmassistant@roomonitor.com with the information required in the template for this type of request.
- The check-in must have an exact time of arrival previously agreed (for example, 17:30h). Wide time ranges (between 4pm and 6pm) or vague references (Flight arrives at 23:30h) will not be accepted.
- The request must be sent at least 24 hours in advance. If the request is received with less than 24 hours’ notice, we cannot guarantee the check-in at the agreed time and it may be handled as an Emergency Opening.
- Our team will arrive 10 minutes before the agreed time and remain at the meeting point for up to 30 minutes after the scheduled arrival time. If the guest does not show up within this time, it will be considered a No Show.
Common scenarios in our service
In order to better understand the dynamics of how our service works at the operational level, I invite you to read the following scenarios for both checkins and openings:
Checkins scenarios
Scenario 1: Change in guest arrival time
If a check-in is scheduled for 10:30 p.m., but the guest arrives earlier (for example, at 9:30 p.m.), the change in the schedule makes the service subject to our availability. Accepting to check-in at this time makes it an unscheduled service, which may generate a margin of delay, since there was no time for a proper reorganization.
→ If it is not possible to check-in at that time, the guest or client will be informed that the service will be performed at the previously scheduled time.
Scenario 2: NO Show
If a check-in is scheduled for 10:00 p.m. and the guest does not show up, the Field Service agent will wait 10 minutes. If the guest does not show up after this waiting interval, the check-in is considered NO-SHOW and the service is completed with a wait and informed. The team is on standby and waiting for the guest to call.
→ Subsequently if the guest or customer contacts the Roomonitor team to perform the service, a second service will be initiated which falls under the category of Emergency Opening, in which the guest is given an ETA(Estimated Time of Arrival) of maximum 2 hours to perform the service.
Scenario 3: Application with a wide time range
If the client requests a service within a range of more than one hour (for example, between 21:30 h and 23:30 h), the team will accept the service, considering the start time of the range as the exact time of arrival of the guest, from which our agents will wait 10 minutes for the arrival of the guest to avoid interference with other schedules and reserve a specific space.
In case the client cannot grant a shorter time, an Unscheduled Checkin will be considered, which will be performed according to the availability of the Roomonitor team in case the guest does not show up in the first 10 minutes after the initial requested time to perform the service (21:30).
It is important to note that the time flexibility provided by Roomonitor to reserve a slot is 15 minutes.
Scenario 4: Checkin request without an exact arrival time
When a Checkin request is received without a specific time, the service will be taken as unscheduled and will be coordinated directly with the guest or client when he/she has arrived at the apartment.
Variants of Scenario 4:
- If the customer confirms a specific time less than 24 hours in advance, the service will be considered unscheduled.
- If the client confirms a time more than 24 hours in advance, the service will be considered scheduled.
Common entry assistance scenarios
Scenario 1: Guest cannot enter the apartment
If the guest contacts us at 10:30 p.m. informing that he/she is having difficulties entering the apartment for different reasons, we will try to resolve the incident remotely as a first option. If this is not successful, the guest will be informed that we will send a field agent to perform the service in person, providing an ETA (estimated time of arrival).
It is important to emphasize that this type of service has an estimated completion time of a minimum of 45 minutes to 1 hour, up to a maximum of 2 hours.
Scenario 2: Online check-in with access problems
If the guest contacts us at 23:00 h informing that he/she had an online check-in but, for some reason, the access codes do not work or he/she has difficulties with the lock, we will first try to solve the problem remotely. If this cannot be accomplished, the guest will be informed that we will send a field agent to assist in gaining entry to the apartment.
It should be noted that although this is an online check-in, by requiring the assistance of an agent it becomes an emergency opening, with an estimated response time of a minimum of 45 minutes to 1 hour, up to 2 hours maximum.