17 Sep 2026CONFIRMED
Firm warning
Guest A · Guest B
Category · Boundary violation
Guest A received a firm warning and was instructed not to contact Guest B.
AirPnP RESOLVE
Handle it well. Even when it's hard.
An interactive staff manual for guest-to-guest incidents. Recommendations to consider — never automatic decisions.
For Management, Key-holders, Pro-VIPs & Head Primes.
Same community · Stronger together
About
A calmer way through the hard calls
When the rule's been broken but the right response isn't obvious — Resolve helps you decide.
Describe what happened, mark the evidence, and it points to how the situation could be handled. You weigh it and decide.
Management
Key-holders
Pro-VIPs
Head Primes
What it will never become
An automated punishment systemA guest reputation or scoring systemA giant evidence archiveA replacement for staff judgementAn HR-style case-management maze
Best Practices
Match the tone to the moment
Lightest touch
Educational
Explains what was wrong and why it matters.
Cooling down
De-escalation
Stops a conflict from getting worse.
Clear line
Firm Warning
Makes clear it was unacceptable and must stop.
Last step
Final Warning
Serious or repeated — next time may mean removal.
Education stays part of every approach — help them understand the boundary, not just hear the rule.
Quick Assist
"I don't know what to say."
Describe it in your own words — get pointed to the right guidance and wording. No forms, no scoring.
Describe what happened…
Points to relevant guidance
Suggests example wording to adapt
You stay in control of the response
Resolve an Incident · the core
From "what happened" to a considered response
Describe what happened
Select the categories
Mark the evidence
Weigh the suggestion
Suggested handling
Example
What mattersThe guest was explicitly asked to stop contact and continued anyway.
Possible actionsFirm warningNo-contact instructionEducational explanation
Second reviewerOptional
Suggested toneFirm warning — clear, but still explains why.
Advisory only — you send it, nothing goes out automatically. Protect first when someone needs it now.
Message Library
Starting points, ready to make your own
Stop contactfirm
Please stop contacting this guest entirely. Further messages will be treated as a serious breach.
Why it's not okayeducational
It crosses a line because it targets something personal after they'd asked you to drop it.
De-escalatecalming
Let's take the heat out of this. Give it some space tonight — we'll help from here.
Reassure a reportersupportive
Thank you for flagging this. You won't be treated any differently for speaking up.
Final warningserious
This is a final warning. If it happens again, it will mean removal.
Close it outneutral
We consider this resolved. This decision is final.
Situation Guides
Built for incidents between specific guests
Covers situations such as
Harassment
Mocking sensitive issues
Threats & intimidation
Boundary violations
Continued unwanted contact
Inappropriate comments
Personal disputes
Deliberate provocation
Retaliation after a report
And weighs how much you actually know
Not the tool for
General room moderation
Spam
Camera rules
Whole-room behaviour
Incident History · confirmed only
Just enough memory to connect the dots
Confirmed incidentsLive
11 Sep 2026CONFIRMED
De-escalation
Guest C · Guest D
Category · Personal dispute
Both guests asked to step back; no further action after the argument settled.
What it deliberately isn't
- A permanent archive of every accusation
- Complete chat logs
- Full evidence files
You don't have to improvise it alone.
The judgement stays yours — Resolve just makes the hard calls easier.