The WhatsApp of your hotel, your guesthouse, your apartments, your reception, answered.

Tuesday, 11:04. The room attendant goes into 214 and the air con isn't cooling; the guest checks out today and the room is booked again tomorrow. She tells maintenance by phone and jots it down on the floor sheet. By midday, reception doesn't know whether there's a fault or who has it. With Bedel, she writes to the hotel's number with a photo and the alert reaches the maintenance phone, and three times stay on record: when it was reported, when someone picked it up and when the room was put right.

Scope. Bedel follows every fault in a hotel, from the team's report to closing. It isn't a PMS or a maintenance management system: it doesn't see occupancy, doesn't block or release rooms and doesn't keep the guest register. And guests don't raise tickets on their own: the people on the hotel's list do.

What the team writes: "The air con in 214 isn't cooling and the remote doesn't respond"

What Bedel does with it: Creates the ticket with the room number and sends it to maintenance, with buttons to accept it

What the team writes: A photo of a dripping tap, without a word

What Bedel does with it: A photo is enough. If the room number is missing it asks, and the alert heads to whoever covers plumbing or air conditioning

What the team writes: "The key card for 305 won't open" at 02:10

What Bedel does with it: If locks are marked urgent, it rings on the on-call phone; if the deadline passes without it closing, it goes up to the person responsible

What the team writes: "There's a couple stuck in the lift in the north wing"

What Bedel does with it: It's an emergency and skips every deadline: it alerts the team at once and tells whoever wrote to call 112 if anyone is unwell

What the team writes: "Hola, la ducha de la 305 traga muy despacio"

What Bedel does with it: It answers in Spanish. The ticket is the same one and reaches the same phone as if it had been written in English

The fault is found by whoever cleans the room as they walk in, and they pass it on however they can: by phone, on a sheet of paper or in a quick word in the corridor. Large hotels have maintenance software; in a mid-sized one, the head of maintenance keeps the list in their head and on their WhatsApp. The faults that keep coming back:

• Air conditioning and hot water: the most pressing, because the room is on tomorrow's allocation.
• Locks and key cards: the door that won't open with the guest standing there. It goes to whoever is on shift, straight away.
• The bathroom: taps, cisterns and drains, which housekeeping comes across every morning.
• TV, wifi and minibar: what the guest mentions at reception, and reception doesn't know who to pass it to.
• Common areas (lift, pool, gym): the jobs that go to an outside contractor, worth having on record with their time.
• Kitchen and restaurant, if you have them: cold rooms, extraction and dishwashers follow the route of a restaurant.

Categories and deadlines are yours to name, using the words your team already says: "room", "common areas", "kitchen".

• Anything in a room goes to maintenance; the door that won't open in the small hours goes to whoever is on the night shift.
• If the lift or the air conditioning is looked after by an outside company, the alert goes to one of their people on their own WhatsApp, who accepts, resolves and closes it with buttons.
• Reception stays with the guest; if they want to know how a fault is going, the time of every step is in the Excel.
• Deciding whether a room goes back on sale is still reception's call, in your property management system.

No law requires Bedel. These are the rules that weigh on a hotel, with their article, to go through with your adviser. Most of them are Spanish: what applies to your premises depends on the country, and your adviser confirms it.

• In Spain, Royal Decree 933/2021, arts. 2 and 5: hotels and guesthouses keep an electronic register of travellers and hold it for three years. It stays in your management software; Bedel doesn't touch it or pass it on.
• In Spain, Royal Decree 487/2022 on legionellosis, arts. 7 and 8: the owner of the installation must control and prevent Legionella (art. 7.1) and is responsible for its prevention and control plan (art. 8.1), whose records are kept for at least five years (art. 8.5). Domestic water systems are listed in annex I. A hot water report with its time isn't that record, but it shows when the problem was raised and when it was fixed.
• In Spain, Law 31/1995 on the Prevention of Occupational Risks, art. 29.2.4: staff tell their line manager straight away about anything they believe puts workers' safety and health at risk, such as a wet corridor.
• Regulation (EU) 2016/679 (GDPR), art. 28, an EU rule: the hotel is the controller and Bedel acts as processor, with the processing agreement open to read. Guest data stays in your own system; Bedel only receives the room and the fault. Details on GDPR.

Thirty minutes between the head of maintenance and the head housekeeper. Nothing gets installed.

• Who handles what — maintenance, housekeeping, reception, the lift contractor — and who answers at night.
• How long a broken air con unit can wait before the next guest arrives, what counts as urgent in the small hours, and the housekeeping times and rules the assistant will use.
• A real run-through: the head housekeeper reports from the corridor before the rest of the team starts using it.

• It isn't a PMS: it doesn't see occupancy, doesn't block or release rooms and doesn't connect to your system.
• It doesn't keep the guest register or send it to the authorities.
• Guests don't open tickets themselves; only the team on the hotel's list does.
• It doesn't handle bookings, payments or locks, and it doesn't generate door codes.
• It doesn't run the Legionella plan or keep its records: that's the duty of the installation's owner.
• A hotel chain has one account per hotel, with no view that combines them.

• Incident management on WhatsApp
• Restaurants
• Gyms
• Sports centres
• Offices
• Coworkings
• Shops
• Franchises
• Blocks of flats
• Schools
• Academies and training centres
• Clinics
• Warehouses and plants