Guest Communication That Turns Maintenance Events Into Service Moments
Pool closures, elevator servicing, HVAC maintenance — your CMMS schedules the work, but guests still arrive to find amenities unavailable because nobody told them in time. Conduit sends personalized messages to affected guests 48 hours before arrival with alternatives and compensation options.
$500K
asset value unlocked
The Lauderdale Hotel
< 60 sec
from complaint to dispatch
95%
automation rate
Haven
Your CMMS Schedules the Work. Who Tells the Guest?
Engineering teams manage maintenance in isolation from guest communication. A pool pump service gets logged in your CMMS — but the guests arriving that day don't find out until they ask at the desk. The maintenance was planned perfectly. The communication wasn't.
Planned outages become guest surprises. Generic pre-arrival emails go unread. Guests arrive expecting full amenities and leave negative reviews describing a communication failure, not a maintenance issue.
The cost shows up in reviews, not maintenance logs. A perfectly executed HVAC service schedule still results in 1-star reviews if guests aren't told about temporary disruptions. Review damage from poor maintenance communication is as costly as the failure itself.
Proactive Outreach Before the Disruption, Real-Time Response When It Fails
Proactive guest notifications for planned maintenance. Pool closed for servicing Thursday? Conduit triggers personalized messages to affected guests 48 hours before arrival — specific to their booking, delivered in their preferred channel, with context, alternatives, and courtesy offers where appropriate.
Immediate dispatch and guest updates for reactive failures. A guest reports a broken heater at 11 PM. Conduit receives the message, dispatches the maintenance team in Slack with full context, and sends the guest a realistic resolution timeline — all within 60 seconds. When the issue is resolved, the guest receives confirmation automatically.
One platform for internal dispatch and external guest communication. No manual relay. No communication gaps. The maintenance workflow and the guest communication workflow run from the same platform.
Multilingual support across every guest channel. Maintenance issues don't wait for business hours, and guests don't all speak the same language. Conduit responds fluently in the guest's language across email, SMS, WhatsApp, and voice.
Three Scenarios Where Communication Matters as Much as the Repair
Planned pool closure: Conduit identifies all guests with affected check-ins and sends personalized messages 48 hours in advance. Guests arrive informed; the front desk doesn't field complaints; maintenance happens on schedule.
Reactive HVAC failure: Guest reports AC hasn't worked for three days. Conduit dispatches with full context, sends realistic timeline, offers room move or courtesy credit if repair takes longer per your policy.
Elevator maintenance during peak hours: Conduit sends proactive messages to affected guests the night before with alternative access routes. Engineering completes the work without interruption.
Proof
The Lauderdale Hotel unlocked over $500K in asset value through operational efficiency improvements. Haven achieved 95% automation across maintenance and guest communication. Cash Flow Street hit 96% automation rate with sub-1-minute response times.
