Arrival and departure evidence

Signed Room Condition Handovers

A handover records the condition of every assigned room at arrival and departure. The Floor Manager inspects, the visitor reviews and signs, and checkout compares the departure condition with the signed arrival baseline.

Why this matters: it protects the hotel and the guest with the same evidence. Final reports are immutable and content-hashed; corrections create a linked revision instead of silently changing history.

Handover Board

The board groups live work into four stages. Use the stage and floor filters to find the next report requiring attention.

Manager Inspection→Guest Signature→Disputed→Complete

Column	Meaning	Owner of the next action
Manager Inspection	Items still need to be checked, quantified, noted, or photographed.	Assigned active Floor Manager or Hotel Owner.
Guest Signature	Manager inspection is ready; the visitor must accept/dispute items and sign.	Primary guest or selected registered occupant.
Disputed	One or more checkout discrepancies are challenged and uncharged.	Manager with dispute-resolution permission.
Complete	Required signatures and finalization are recorded.	No action unless a correction revision is required.

Configure Condition Templates

Open Room Handovers → Settings.
Create the hotel default template or choose a room type for a more specific template.
Add practical items: door lock, bed frame, mattress, bedding, desk, chairs, TV, remote, air conditioning, kettle, minibar, bathroom fixtures, towels, safe, smoke detector, and emergency information.
Set expected quantity and replacement value. Use the actual recoverable value, not an inflated penalty.
Use a single-room override only when that room genuinely contains different equipment.

Snapshot rule: when a report is created, item names, quantities, and replacement values are copied into the report. Editing the template later does not rewrite an earlier guest's signed evidence.

Template field guide

Field	Meaning	Example
Item name	The guest-recognizable object being checked.	Television remote
Category	A practical grouping for scanning the checklist.	Electronics
Expected quantity	How many should be present at handover.	1
Replacement value	The suggested evidence-based cost before approval.	USD 25.00
Photo required	Whether every check needs evidence. Exception photos are already required by policy.	No for normal items; automatic for damaged/missing

Assign Floor Managers

Owners assign one or more active Manager-role users to each floor. Only an assigned active Manager or Owner may sign as Floor Manager for that floor. Receptionists can initiate and resend a report but cannot impersonate the manager signature.

Open the Floor Manager assignment screen.
Select a floor, then choose one or more active Managers.
Save and verify the assignment appears before the arrival shift begins.
If a manager is absent, the Owner changes the assignment or performs the permitted Owner action. Staff must never share accounts.

Arrival Handover

Report generated→Manager checks items→Manager signs→Visitor reviews→Visitor signs→Check-in ready

Assign the room to the reservation. The system creates an arrival report from the applicable snapshotted template.
The Floor Manager opens the report and works through each item.
Select a condition and observed quantity. Normal items need only the condition selection.
For damaged, missing, replaced, or disputed items, add a clear note and private photograph.
The Floor Manager reviews the KPI summary—checked, exceptions, signatures, and readiness—then signs.
The visitor reviews on the same device or through the expiring guest link, accepts/disputes items, gives consent, and signs.
Reception completes check-in. If policy allows an override, an authorized person must enter a mandatory reason.

Condition values

Condition	Use it when	Evidence expectation
Good	The item is present and works normally.	No note/photo required.
Worn	Normal age or cosmetic wear exists but the item remains usable.	Optional note; photo helpful for a clear baseline.
Damaged	The item is broken, unsafe, or materially impaired.	Note and photograph required.
Missing	Expected quantity is not present.	Observed quantity, note, and photograph required.
Replaced	A different/new item replaced the expected one.	Note and photograph required.
Not applicable	The item does not apply to this room/report.	Use sparingly; explain unusual cases.

Guest Review Link

The link uses a random token stored only as a hash and expires after 24 hours.
It may be shown as QR, copied, emailed, or sent through configured SMS.
Resending rotates the token; the earlier link stops working.
The guest sees only the specific report, never another room, reservation, hotel, staff note, or private internal record.
Signer name, signer type, consent version, IP address, user agent, and signing time enter the audit record.

Departure Handover

The departure report starts from the signed arrival baseline, not from the latest template.
The Floor Manager records current conditions and quantities and attaches evidence for every exception.
The comparison view shows before and after values so both parties can understand the change.
The visitor accepts or disputes each discrepancy and signs.
Accepted discrepancies calculate a suggested value from the report snapshot. This is not automatically a charge.
A Manager with approval permission reviews evidence and approves or waives the charge.
Approved charges post to the folio. Disputed items remain uncharged while checkout may continue.

Dispute and Charge Decisions

Guest accepts discrepancy

The visitor signs acceptance. A Manager still reviews the suggested amount before posting a folio charge.

Dispute

Guest disputes discrepancy

Checkout is released, the item stays uncharged, and an open case is assigned for later waiver or resolution.

Waive

Manager waives

The case closes without a charge. The decision, actor, reason, and timestamp remain auditable.

Resolve

Manager approves later

The folio is updated/reopened as needed and the existing payment-link workflow can collect the approved amount.

Room Moves and Multi-room Stays

A multi-room reservation has one independent report and signature set for every room.
A room move requires a move_out report for the old room and a move_in report for the new room.
The selected visitor signer may be a registered occupant; the substitution is recorded.
One room's completed report never satisfies another room's requirement.

Evidence, Privacy, and PDF

Evidence and signatures are stored on the private disk and delivered only through authorized routes.
Uploaded images are validated, re-encoded, stripped of metadata, and hashed.
The signed PDF includes the item snapshot, exceptions, evidence references, signer names, timestamps, and audit reference.
Do not photograph passports, payment cards, guests, or unrelated personal belongings unless policy and consent explicitly require it.

Handover Troubleshooting

Problem	Resolution
Manager cannot sign	Confirm the account is active, has Manager role, and is assigned to the room's floor; Owners bypass floor assignment.
Guest link expired	Reception resends the request. The new token replaces the old token.
Photo rejected	Use a supported image, keep within size limits, and capture the item clearly; do not upload a renamed non-image file.
Finalized report needs correction	Create an authorized revision linked to the superseded report; finalized content is immutable.
Checkout blocked	Complete signatures or use the specific authorized override with a genuine reason. An open dispute itself does not block departure.