113
Total Issues
213
Total Steps
15
QC Groups
1220
Trigger Phrases
0
Hotel-Specific
Wi-Fi
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 01-001 | Guest asking how to connect to hotel WiFi | RC-A01 | Global | 22 | 1 | Edit |
| 01-002 | Guest asking for WiFi name and password | RC-A01 | Global | 14 | 1 | Edit |
| 01-003 | Guest asking if WiFi is free or paid | RC-A01 | Global | 13 | 1 | Edit |
| 01-004 | Guest asking how many devices can be connected | RC-A01 | Global | 12 | 1 | Edit |
| 01-006 | Guest asking about WiFi speed or performance | RC-A01 | Global | 13 | 1 | Edit |
| 01-008 | Guest asking about WiFi availability hours | RC-A01 | Global | 8 | 1 | Edit |
| 01-009 | Guest cannot access internet — general triage | RC-A01 | Global | 71 | 2 | Edit |
| 02-001 | Captive portal not launching automatically after connecting to SSID ↑ auto-escalate | RC-A02 | Global | 28 | 5 | Edit |
| 02-002 | Guest cannot find captive portal URL — needs manual trigger guidance | RC-A01 | Global | 11 | 1 | Edit |
| 02-003 | Captive portal page not loading / blank page / timeout ↑ auto-escalate | RC-F04 | Global | 13 | 4 | Edit |
| 02-004 | Captive portal loads but submission fails — spinning / no response ↑ auto-escalate | RC-F04 | Global | 11 | 3 | Edit |
| 02-005 | Guest entered wrong room number | RC-A01 | Global | 8 | 1 | Edit |
| 02-006 | Guest entered wrong last name — typo or mismatch ↑ auto-escalate | RC-A04 | Global | 14 | 3 | Edit |
| 02-007 | PMS name doesn't match guest's actual name — hyphenated, accented, or encoding issue ↑ auto-escalate | RC-A04 | Global | 8 | 2 | Edit |
| 02-008 | Guest checked in under company name or third-party booking — name mismatch ↑ auto-escalate | RC-A04 | Global | 10 | 2 | Edit |
| 02-009 | Authentication succeeds but internet still not accessible ↑ auto-escalate | RC-A04 | Global | 15 | 3 | Edit |
| 02-010 | Guest gets 'already logged in' or 'session active' error on a new device | RC-P03 | Global | 9 | 2 | Edit |
| 02-011 | Guest session expired — keeps getting redirected to captive portal ↑ auto-escalate | RC-A04 | Global | 16 | 3 | Edit |
| 02-012 | Captive portal certificate error / SSL warning | RC-A02 | Global | 9 | 2 | Edit |
| 02-013 | Captive portal not displaying correctly — layout broken, buttons not working | RC-A02 | Global | 9 | 2 | Edit |
| 02-014 | Guest device doesn't launch captive portal — iOS/Android detection issue | RC-U03 | Global | 8 | 2 | Edit |
| 02-015 | Guest authenticated on one device, wants to connect a second device | RC-A01 | Global | 8 | 1 | Edit |
| 02-016 | Guest exceeded maximum device count allowed per room | RC-A04 | Global | 8 | 3 | Edit |
| 02-017 | Authentication system (ANTLabs) is down ↑ auto-escalate | RC-F04 | Global | 8 | 1 | Edit |
| 02-018 | PMS-ANTLabs sync failure — guest record not found despite valid check-in ↑ auto-escalate | RC-A04 | Global | 8 | 3 | Edit |
| 03-001 | Guest cannot see hotel SSID in WiFi list ↑ auto-escalate | RC-F05 | Global | 39 | 5 | Edit |
| 03-002 | Hotel SSID uses stealth mode — guest needs manual connection guidance | RC-P02 | Global | 8 | 1 | Edit |
| 03-003 | Guest connected to wrong SSID | RC-A02 | Global | 8 | 1 | Edit |
| 03-004 | WiFi signal very weak or dropping in room ↑ auto-escalate | RC-F05 | Global | 21 | 3 | Edit |
| 03-005 | Guest device connects to SSID but shows 'No Internet' ↑ auto-escalate | RC-A04 | Global | 13 | 1 | Edit |
| 03-006 | Guest device shows 'Connected' but cannot browse ↑ auto-escalate | RC-U04 | Global | 7 | 3 | Edit |
| 03-007 | Guest device continuously disconnecting from WiFi ↑ auto-escalate | RC-F05 | Global | 18 | 3 | Edit |
| 03-008 | Guest device won't connect to 5GHz band — compatibility issue | RC-A02 | Global | 7 | 1 | Edit |
| 03-011 | Guest device has proxy settings enabled, blocking connection | RC-U01 | Global | 8 | 1 | Edit |
| 03-012 | Guest device WiFi adapter disabled or in airplane mode | RC-U03 | Global | 8 | 1 | Edit |
| 03-013 | MAC address filtering blocking guest device ↑ auto-escalate | RC-A04 | Global | 7 | 2 | Edit |
| 03-015 | WiFi connected but very slow speed ↑ auto-escalate | RC-A05 | Global | 16 | 3 | Edit |
| 03-016 | Multiple guests reporting WiFi issues — AP overloaded ↑ auto-escalate | RC-F05 | Global | 8 | 2 | Edit |
| 03-017 | Guest device WiFi keeps preferring old/saved network | RC-A02 | Global | 8 | 1 | Edit |
| 05-001 | Smart TV cannot connect to room WiFi ↑ auto-escalate | RC-A02 | Global | 15 | 3 | Edit |
| 05-002 | Smart TV connected to WiFi but cannot authenticate via captive portal | RC-A04 | Global | 13 | 2 | Edit |
| 05-004 | Smart TV streaming buffering / slow ↑ auto-escalate | RC-A05 | Global | 7 | 2 | Edit |
| 05-006 | Guest's personal Chromecast / Fire Stick cannot connect to hotel WiFi | RC-A02 | Global | 8 | 3 | Edit |
| 05-007 | Screen mirroring / casting from phone to TV not working | RC-A02 | Global | 8 | 2 | Edit |
| 05-010 | Guest's gaming console cannot connect to WiFi | RC-A02 | Global | 10 | 2 | Edit |
| 07-001 | iOS (iPhone/iPad) — Captive portal not auto-launching | RC-A02 | Global | 14 | 3 | Edit |
| 07-002 | iOS — Private WiFi Address (MAC randomization) causing auth failure | RC-A02 | Global | 7 | 1 | Edit |
| 07-003 | Android — Captive portal blocked by browser security settings | RC-A02 | Global | 7 | 2 | Edit |
| 07-004 | Android — MAC randomization enabled by default (Android 10+) | RC-A02 | Global | 6 | 1 | Edit |
| 07-005 | Windows laptop — Network set to 'Public' preventing some connections | RC-U01 | Global | 7 | 1 | Edit |
| 07-006 | Windows laptop — Proxy auto-configured via WPAD/PAC file | RC-U01 | Global | 8 | 1 | Edit |
| 07-008 | MacBook — iCloud Private Relay interfering with captive portal | RC-A02 | Global | 7 | 1 | Edit |
| 07-009 | MacBook — Captive portal opens in a limited browser window | RC-A02 | Global | 7 | 1 | Edit |
| 07-010 | Linux — Network manager not handling captive portal redirect | RC-A02 | Global | 7 | 1 | Edit |
| 07-011 | Older device — TLS version too old for captive portal HTTPS ↑ auto-escalate | RC-A02 | Global | 7 | 2 | Edit |
| 07-012 | Any device — DNS-over-HTTPS (DoH) preventing captive portal | RC-A02 | Global | 7 | 1 | Edit |
| 07-013 | Any device — Device firewall/security software blocking connection | RC-U01 | Global | 8 | 2 | Edit |
| 07-014 | Any device — WiFi driver/adapter malfunction | RC-U90 | Global | 14 | 1 | Edit |
| 07-016 | Guest device time/date incorrect causing SSL errors on captive portal | RC-A02 | Global | 8 | 1 | Edit |
| 08-010 | Radio frequency interference causing widespread WiFi degradation ↑ auto-escalate | RC-F05 | Global | 8 | 2 | Edit |
| 10-001 | PMS-ANTLabs integration not syncing — new check-ins not reflected ↑ auto-escalate | RC-A04 | Global | 8 | 3 | Edit |
LAN/Switching
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 01-005 | Guest asking about wired internet in room | RC-A01 | Global | 12 | 1 | Edit |
| 04-001 | LAN cable not present in room | RC-A91 | Global | 8 | 1 | Edit |
| 04-002 | LAN cable present but no connection — cable may be faulty ↑ auto-escalate | RC-F01 | Global | 14 | 4 | Edit |
| 04-003 | LAN port in room not working — switch port down ↑ auto-escalate | RC-F04 | Global | 7 | 2 | Edit |
| 04-004 | Guest device has no LAN port — modern ultrabook/tablet | RC-A02 | Global | 8 | 1 | Edit |
| 04-005 | LAN connected but no internet / not authenticated ↑ auto-escalate | RC-A04 | Global | 13 | 3 | Edit |
| 04-006 | Guest re-plugged LAN cable but no reconnection | RC-U05 | Global | 7 | 2 | Edit |
| 04-008 | LAN connected — guest still redirected to captive portal | RC-A02 | Global | 7 | 1 | Edit |
| 05-005 | Smart TV connected via wired but no internet ↑ auto-escalate | RC-A04 | Global | 4 | 2 | Edit |
VPN/Remote Access
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 01-007 | Guest asking if VPN is allowed | RC-A01 | Global | 9 | 1 | Edit |
| 06-004 | VPN not connecting from hotel network ↑ auto-escalate | RC-A02 | Global | 15 | 3 | Edit |
| 06-005 | VPN connected but no internet through VPN tunnel | RC-A02 | Global | 7 | 1 | Edit |
DNS/DHCP
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 03-009 | IP address conflict in room ↑ auto-escalate | RC-U04 | Global | 9 | 3 | Edit |
| 03-010 | Guest device has wrong DNS settings | RC-U04 | Global | 7 | 1 | Edit |
| 03-014 | Guest device set to static IP causing conflict | RC-U04 | Global | 7 | 1 | Edit |
| 04-007 | Static IP configured on guest device conflicting with DHCP | RC-U04 | Global | 7 | 1 | Edit |
| 07-007 | Windows laptop — IPv6 causing conflicts on hotel's IPv4-only network | RC-U01 | Global | 7 | 1 | Edit |
| 08-005 | DHCP pool exhausted — no IPs available ↑ auto-escalate | RC-F04 | Global | 8 | 3 | Edit |
| 08-006 | DNS server failure ↑ auto-escalate | RC-F04 | Global | 8 | 2 | Edit |
QC-05
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 05-003 | Guest wants to log into personal streaming app on Smart TV | RC-A02 | Global | 7 | 2 | Edit |
| 05-012 | Guest wants to use hotel TV as external monitor via HDMI | RC-X | Global | 7 | 1 | Edit |
Infrastructure & Hardware
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 05-008 | Hotel-provided VOD/IPTV/STB not working ↑ auto-escalate | RC-F04 | Global | 9 | 2 | Edit |
| 05-009 | STB showing no signal or error code ↑ auto-escalate | RC-F04 | Global | 7 | 1 | Edit |
| 10-002 | VoIP / 3CX phone system — phones not registering or no dial tone ↑ auto-escalate | RC-F04 | Global | 18 | 4 | Edit |
Internet/WAN
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 05-011 | Gaming console authenticated but high latency / packet loss | RC-A05 | Global | 8 | 1 | Edit |
| 08-002 | Hotel-wide internet outage — upstream line failure ↑ auto-escalate | RC-A05 | Global | 14 | 3 | Edit |
| 08-003 | ISP upstream failure ↑ auto-escalate | RC-A90 | Global | 7 | 2 | Edit |
| 10-003 | VoIP call quality issues — echo, choppy, one-way audio ↑ auto-escalate | RC-F04 | Global | 11 | 2 | Edit |
Firewall/Security
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 06-001 | Guest cannot send or receive email | RC-U02 | Global | 18 | 4 | Edit |
| 06-003 | Email port blocked by hotel network (e.g. port 25 blocked) | RC-A02 | Global | 7 | 1 | Edit |
| 06-006 | Certain websites or services blocked on hotel network | RC-A02 | Global | 8 | 2 | Edit |
| 06-007 | Hotel network blocking specific ports required by guest's service ↑ auto-escalate | RC-A90 | Global | 7 | 2 | Edit |
QC-06
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 06-002 | Email client settings incorrect — wrong SMTP/IMAP ports | RC-U02 | Global | 8 | 1 | Edit |
Firewall Change Request
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 07-015 | Gaming device — NAT type too strict for online gaming | RC-A02 | Global | 7 | 1 | Edit |
Routers/Switches
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 08-001 | Full floor or wing WiFi outage ↑ auto-escalate | RC-F05 | Global | 13 | 3 | Edit |
| 08-004 | Core switch failure ↑ auto-escalate | RC-A90 | Global | 7 | 2 | Edit |
| 08-007 | ANTLabs authentication server unreachable ↑ auto-escalate | RC-F04 | Global | 8 | 2 | Edit |
| 08-008 | Ruckus/Meraki controller offline ↑ auto-escalate | RC-A90 | Global | 8 | 2 | Edit |
| 08-009 | Scheduled maintenance causing connectivity disruption | RC-A01 | Global | 8 | 1 | Edit |
| 09-002 | Staff reports multiple guest complaints — possible area outage ↑ auto-escalate | RC-F05 | Global | 8 | 2 | Edit |
| 09-005 | Staff asks how to reset or reboot room network equipment | RC-A01 | Global | 7 | 1 | Edit |
Account/Access Setup
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 09-001 | Front desk requests manual WiFi authentication for a guest | RC-A04 | Global | 17 | 3 | Edit |
| 09-003 | Staff inquiry about WiFi policy — bandwidth tiers, device limits, session duration | RC-A01 | Global | 11 | 1 | Edit |
| 09-004 | Staff requests bulk WiFi setup for group/event ↑ auto-escalate | RC-A04 | Global | 11 | 3 | Edit |
Service Requests
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 10-004 | Guest WiFi billing/tier upgrade not applying ↑ auto-escalate | RC-A04 | Global | 13 | 3 | Edit |
QC-10
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 10-005 | Guest inquires about WiFi billing charge on their folio | RC-A01 | Global | 9 | 2 | Edit |
QC-90
| Issue ID | Title | RC Code | Hotel | Phrases | Steps | Actions |
|---|---|---|---|---|---|---|
| 90-001 | General hotel service request — not related to internet/network | RC-X | Global | 23 | 1 | Edit |
| 90-002 | Guest's personal device hardware issue — not a network problem | RC-U90 | Global | 12 | 1 | Edit |
| 90-003 | External service issue — website or service is down globally, not a hotel problem | RC-X | Global | 11 | 2 | Edit |
| 90-004 | Guest requesting IT services beyond scope — printing, file transfer, software install | RC-X | Global | 11 | 1 | Edit |
| 90-005 | Prank call or abusive caller | RC-X | Global | 4 | 2 | Edit |
| 90-006 | Caller asking about non-hotel network — personal hotspot, mobile data, external WiFi | RC-X | Global | 11 | 1 | Edit |