Customer story · Hotel
How Coniston Hotel gets guest-room faults fixed before guests mention them.
Source: Coniston Hotel · Jun–Oct 2026
Coniston Hotel is a hotel in Sittingbourne, Kent. General Manager Chamil Almeida runs it with one maintenance lead, David, looking after every guest room. Until June 2026, faults reached David through a WhatsApp group and Excel handover sheets. This is what changed when the hotel moved maintenance to Fixray, in the hotel's own numbers.
Before
Faults reached maintenance two ways: messages in a WhatsApp group and lines on Excel handover sheets passed between shifts. There was no single place to see what was still open, or who had picked it up.
In a hotel, a slow fix lands on the guest. A dripping shower or a dead TV that nobody chased becomes a complaint at checkout, and a guest who leaves with a bad memory.
Switch
The hotel set Fixray up on 1 June 2026, and reception logged the first issue 80 minutes later. Reception became the front line: when a guest mentions a fault at the desk, the receptionist logs it on the spot, against the room. Reception has logged two thirds of all issues since.
David works from one list instead of a chat feed and a spreadsheet. Every department sees the same issue and the same updates, which is the change Chamil points to first.
Results
In the 20 weeks from 1 June to 19 October 2026, the hotel logged 259 issues, about 13 a week, across 74 guest rooms. 255 of them are resolved: 98%. The median time from report to fixed is 15 hours; a quarter are fixed within 4 hours and two in three within 24 hours.
More than half of all issues (55%) were reported outside office hours, 50 of them at weekends, and every one still landed on David's list. He has logged 212 hours of maintenance work against the jobs he closed, with a typical job taking 30 minutes, so the hotel now knows what its maintenance workload is.
Coniston Hotel runs all of this on Fixray's free plan.
“Fixray doesn't just help us fix things, it tells everyone. Every department knows about an issue and can act quickly, so we fix it before a guest has to mention it, and before they leave with a bad memory. A great tool; I highly recommend it.”
Thinking about the same switch?
How did Coniston Hotel report maintenance issues before Fixray?
Through a WhatsApp group and Excel handover sheets passed between shifts. Fixray replaced both with one list that every department can see.
Who reports issues at Coniston Hotel?
Mostly reception. Front desk staff logged two thirds of the hotel's 259 issues, often straight after a guest mentioned a fault. The maintenance lead works through the list and closes each job.
How fast does Coniston Hotel fix guest-room issues?
The median time from report to fixed is 15 hours. A quarter of issues are fixed within 4 hours and two in three within 24 hours (June to October 2026).
Which Fixray plan does Coniston Hotel use?
The free Log plan. Every number in this case study comes from a hotel on the free plan.
If your hotel still runs maintenance on a WhatsApp group and handover sheets, this is the switch Coniston Hotel made.