A guest reports a problem and the work order opens itself: vendor assigned, access code issued, room status changed, guest updated. Your engineer finds out from the task, not from the front desk.
Get startedWorks across Airbnb · VRBO · Booking.com · Expedia
The maintenance loop in most hotels has four or five relay points, and each one is a person copying information from one place to another.
Guest reports the AC. Front desk radios engineering. Engineering asks which room. Front desk checks. Engineering fixes it and tells nobody. Front desk guesses when to update the guest. Four handoffs, none of which required judgment.
A work order opened Tuesday is still open Friday. There is no chase, because chasing is somebody's job in theory and nobody's in practice. The room keeps selling and the complaint keeps repeating.
The HVAC contractor gets a text from whoever has their number. There is no record of what was asked, what it costs, or whether they showed up. The invoice arrives a month later with no matching work order.
A room sits out of order for eleven days. Nobody adds up what it cost, so nothing gets escalated. The rooms that quietly bleed the most revenue are the ones nobody is angry about.
Conduit runs a guest-facing agent and an internal ops agent on the same conversation. One hears the problem, the other does the work.
A guest message on any channel opens a categorized work order with the room, the symptom, and any photo they sent already attached. No transcription step, no lost detail.
The agent picks the vendor who covers that category, checks they are active, and assigns them. Assignment, approval, and rejection all happen against your real vendor list, not a free-text field.
The vendor needs to get into the room. Conduit issues the door code, scoped to the window they need, and retires it after. Nobody stands at the desk waiting for a key.
The room goes out of order when the work opens and comes back when it closes, written to the PMS. Revenue stops selling a room that cannot be sold.
Work orders that pass their expected close date get escalated on their own, with the days open and the revenue impact of the room attached. You find out before the guest complains again.
Filter changes, fire panel checks, quarterly deep cleans. Set the cadence once and the tasks generate, assign, and chase themselves without living in someone's calendar.
The reason the loop closes is that the same agent can reach all three.
Conduit reads and issues access codes and reads thermostat state. A reported AC fault can be checked before anyone walks up to the room.
Out-of-order and back-in-service changes post to Opera, Mews, Cloudbeds, and the rest, so the room's sellability matches its actual condition.
The guest who reported it gets told when someone is coming and when it is fixed, on the channel they used. That message is what turns a complaint into a save.
Maintenance is easiest to trust when you narrow it first, then widen once the close rate holds.
Your existing vendor list and work categories come in as they are. The agent can only assign to vendors you have approved.
Pick the noisiest category, usually HVAC or plumbing, and let the agent run it from guest report to close while everything else stays manual.
Once dispatch is trusted, enable door codes and PMS write-back. This is the step that removes the front desk from the loop entirely.
Set expected close times per category so stale tickets escalate, then move preventive maintenance onto the same runner.
SOC 2 Type II, HIPAA, ISO 27001, and GDPR. Access codes are scoped and time-limited, and every issue and revoke is logged with the actor, the room, and the reason.
Ensures secure handling of customer data that flows through our agents.
End-to-end encryption, role-based access, PII protection, and audit logs across the platform.
Supports HIPAA workflows with safeguards protecting sensitive data.
Need clarity? Start with these frequently asked questions.
It overlaps with one and comes at it from the other end. A CMMS is a place to record work orders. Conduit opens them from the guest conversation, assigns the vendor, handles access, updates the PMS, and tells the guest. If you already run a CMMS, Conduit can feed it rather than replace it.
