A guest or a member of staff says what is wrong in twenty seconds, from their phone. It arrives with the hotel it is about and what needs doing first.
Everyone who sends something was given a code by whoever manages their hotel: a link on their phone, or a printed sheet at the desk. It opens in one tap, needs no app and no sign-in, and what it sends is retold before anyone reads it.
Run the hotels? Signing in opens the other side: every hotel, what has been said about each one, and which manager is dealing with it.
An Upline link has /w/ in it, followed by a short code. If the one you were sent does not, it is the wrong link.