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Good evening, Kaisa

Wednesday 30 September · Marenvik Harbour Hotel, Tallinn. Here is where the property stands right now.

PMS today

Synced 07:14

Arrivals

18

Departures

14

Occupancy

87%

Out of order

3

VIP arrivals

2

Long stays

4

Late arrivals

4

Tallinn

21°Sunny

Needs a person this morning

6 Urgent 5 openActivity
07:39Refund requested — Ms. LindqvistGuest asks to cancel the second night and refund €189. Policy allows 50% until 12:00.07:31VIP guest reported a problemMr. Kask (7th stay, Domaine tier) reports no hot water in 402 since 06:20.07:17Guest waiting 28 minutesBooking.com thread from Ms. Ruiz has no reply — outside the 10 minute promise.07:14AI needs approval before sendingDraft offers a complimentary late check-out to 308 — value above the auto-approval limit.

Handled by BaltIQ today

126

Booking.com 61 · WhatsApp 38 · Email 27

Requiring staff attention

7

2 cancellations · 1 refund · 4 special requests

Staff hours saved this month

142 h

≈ 0.9 front desk FTE equivalent

Recent guest conversations

3 Needs attention

BaltIQ activity

  1. 07:14

    Confirmed late check-out for Room 214 after checking Sunday arrivals in the PMS.

  2. 07:02

    Answered 4 breakfast-time questions across Booking.com and WhatsApp.

  3. 06:51

    Recognised returning guest Mattias Haas — 3rd stay, applied German language preference.

  4. 06:33

    Escalated refund request from Room 121 to front office with policy summary attached.

  5. 06:10

    Offered airport transfer to 6 arriving guests · 2 accepted (€96).

  6. 05:47

    Synchronised 11 reservation updates from the PMS.

Urgent tasks

4 open

Refund decision — Ms. Ruiz, Room 121

Second night cancelled inside 48 h window. Policy requires manager approval.

Front office · Due 11:00

Room move requested — Mr. Petrov, Room 118

Noise complaint from courtyard side. Two quiet rooms available on floor 3.

Reception · Due 12:30

Group arrival prep — Aalto Architects (9 rooms)

Welcome notes, parking passes and 07:00 breakfast confirmed with kitchen.

Front office · Due 15:00

Approve guest memory suggestion — Mr. Ilves

"Lactose-free breakfast · prefers quiet room" suggested from today's message.

Guest relations · Today

Guest attention

Arrivals today
Mattias Haas308 · 23:40
Returning guest3rd stayLate arrival
Annika Lindqvist214 · 15:10
Birthday todayAnniversary stay
Aalto Architects (9)Group · 14:00
VIPAirport transfer
Familie Brandt127 · 17:30
Baby cotExtra bed
Sofia Ruiz121 · In house
Previous complaint

Property issues

3 detected by BaltIQ
Room 202 · Television not respondingHigh

Reported by 3 different guests over the last 6 days.

Suggested action · Check the TV before the next arrival at 15:00.

Open
Room 305 · Weak Wi-Fi signalMedium

Mentioned twice this week, both on the third floor.

Suggested action · Test the third-floor access point during low occupancy.

Pending
Floor 4 · corridor · Lift noise late at nightLow

Two guests in rooms 401 and 404 mentioned noise after 23:00.

Suggested action · Ask maintenance to review the lift door damper.

Open

Latest reviews

Liis T. 5.0 · Yesterday

Beautiful design, faultless breakfast and the calmest lobby in Tallinn. Parking was effortless.

Henrik B. 4.0 · 2 days ago

Lovely stay overall. Wi-Fi on the third floor kept dropping during calls.

Marta K. 5.0 · 4 days ago

Reception replied to every message within minutes — even late at night.

What BaltIQ reads in them

Working well

  • Breakfast is the most praised part of the stay — mentioned in 14 of the last 20 reviews.

  • Parking and late check-in continue to receive consistently high ratings.

Detected issues

  • Weak Wi-Fi on the third floor appeared in three separate reviews this week.

  • TV complaints increased compared with last week, concentrated in rooms 202 and 305.