Summary: A Glitch request in AXP is a dedicated request type used to log guest-experience issues or service failures — for example, something that went wrong during a stay — so it can be tracked, investigated, and resolved with a recorded root cause and any compensation offered. It's a Concierge request type, available alongside Housekeeping, Dining, Transportation, and other categories.
Permissions Required: Roles required in AXP to view and create this information are Front Desk Staff, Concierge Teams, Guest Experience Teams, All Operational Staff.
What Is a Glitch Request?
A Glitch request is used to record when something has gone wrong for a guest — a service failure, an operational error, or anything that fell short of expectations during their stay.
Unlike a standard service request (which tracks a guest asking for something), a Glitch request tracks something that needs to be put right, along with why it happened and what was done about it.
Glitch requests were introduced as a standard Concierge request type in May 2025 and are available across AXP locations, not just for specific brands.
ℹ️ Info: If you don't see the request type "Glitch" when creating a Request, check with your Brand Admin if a "Glitch" Request Form is enabled for your property from Settings tab > Locations > your location, then Request forms > Search to find 'Glitch' and click in to see if "Display request form on location" is enabled.
When Should I Raise a Glitch Request For Guest?
Raise a Glitch request whenever a guest experiences an issue that needs to be logged for follow-up and service recovery, for example:
A booking, order, or service was missed or delivered incorrectly
A guest complaint about a specific incident during their stay
An operational error that affected a guest and may warrant compensation
Any issue you want tracked with a documented root cause, separate from a routine service request
How Do I Create a Glitch Request?
Navigate to the Requests module from the left-hand menu, or click New Request from within a guest's profile or conversation
Select Glitch as the Request Type from the dropdown menu
Link the request to the affected Guest Profile and Booking
Add Guest Notes describing what happened
Record the Root Cause once it's known
Add any Compensation offered or provided to the guest
Assign the request to the appropriate department or team member and click Create
What Information Does a Glitch Request Capture?
Field | Purpose |
Guest Name / Profile | Identifies which guest was affected |
Booking Details | Confirmation number and arrival/departure dates |
Guest Notes | What happened, in the guest's or staff member's own words |
Root Cause | Why the issue occurred |
Compensation | Any goodwill gesture, refund, or credit given to the guest |
Status | Where the request is in the resolution process |
How Are Glitch Requests Tracked and Reported?
Glitch requests appear in their own dedicated report within the Concierge Reports section of AXP Requests Reporting, alongside reports like Lost and Found and Turndown.
This report filters by the date the request was created rather than a service start date, and shows the same guest, booking, and root cause detail entered on the request — making it easy to review recurring issues and service recovery outcomes over time.
Common Questions
Q: How is a Glitch request different from a Maintenance request?
A: A Maintenance request is for fixing something physical, like a broken air conditioner. A Glitch request is for logging a guest-facing issue or service failure and tracking its resolution, root cause, and any compensation — it can relate to any department, not just maintenance.
Q: Who can raise a Glitch request for a guest?
A: Any operational staff member with access to the Requests module can raise a Glitch request — typically Front Desk, Concierge, or Guest Experience teams, since they're usually the first to hear about an issue from a guest.
Q: Why can't I find a guest's profile when trying to raise a Glitch request?
A: If you select a room to raise a Glitch request and no guest profile appears — even though a guest is checked in — this is usually not a permissions issue. It means AXP hasn't yet received the booking or profile data for that room from your Property Management System (PMS), typically because of a temporary disruption in the data feed between your PMS and AXP.
Before contacting support, it helps to check whether the issue affects all staff or just you, and note the room number(s) and request type involved. If it affects all staff across multiple rooms, contact Alliants support with these details so the team can check the data sync between your PMS and AXP. See Why Guest Profiles or Bookings Not Showing on AXP for full troubleshooting steps.