A guest complaint is not a support ticket.
Tuhpal is the Complaint & Resolution Platform built for hospitality. From the first contact to a documented, accountable resolution, and the lesson behind it.
Hotels don't need faster tickets. They need recovery that holds.
The guest may still be in the hotel.
In-house cases rise to the top while recovery is still possible.
Attention is not age.
Clocks track what the guest is waiting for, not how old the case is.
Resolved means delivered.
A case closes when the promise is kept, not when the reply is sent.
One case. One owner. One history.
Capture
Every channel, with the guest, the stay and what they want.
Own
One accountable person. Others contribute.
Investigate
Separate what the guest claims from what you find.
Decide
Offer what is fair, within each person's authority.
Fulfil
Confirm that what was agreed reached the guest.
Learn
Every closed case records its root cause.
Approval is asked for only when a decision goes beyond someone's authority.
Control through visibility, not restriction.
Your teams are trusted to act within their authority. Tuhpal records who did what and when, and asks for approval only when a decision goes beyond it.
One accountable owner
Others contribute. One person moves the case forward.
History is evidence
Every decision, offer and change is kept, never overwritten.
People decide
Tuhpal helps your team see, prioritise and document. Anything sent to a guest is a human decision.
Your policy, not ours
Authority limits, approval rules and hotel groups are set per organization, without code.
The hotel resolves. Headquarters sees.
Hotels handle their own cases. Central teams can step in, advise or approve, without taking the case out of the hotel's sight.
- Guest relations
- Own and resolve most of the hotel's complaints.
- Hotel management
- Decide higher-value and exceptional cases.
- Central service
- Take in complaints from every channel and route them.
- Executive office
- Own sensitive cases or approve beyond hotel authority.
- Legal
- Advise on a case, or take it over when it becomes formal.
Great service recovery happens before checkout.
Tuhpal Fx lets hotel teams record a recovery gesture in seconds, while the guest is still there.
The gestures hotels make every day should not disappear from the data.
Built for hotel groups
Every action recorded, with who and when
Each organization's data kept separate
Hebrew and English, right-to-left built in
Works on its own, ready for your systems