About Innspire
Innspire is the Statler Hotel guest mobile app. Guests use it to chat with hotel staff, request services, find hotel information, and manage their stay from a smartphone. Staff answer guests through the chat side of it. You may hear it called "Guest App," "Mobile App," "Guest Chat," or "Innspire." Innspire is vendor software, and it connects to Infor HMS, the hotel property management system.
Who to contact
- A problem in the guest-facing app: collect the details and pass them to the Director of Rooms, the Product Champion for Innspire, who contacts the vendor. Please do not contact Innspire directly.
- Staff chat access: staff chat users are set up by the Front Office Product Champion.
- Guest requests not reaching staff, or data not syncing: this is an integration problem. Log a ticket with the IT help desk first (see "Still need help?" below).
If the staff chat screen will not load or sign in - try these first
- Open a private or incognito browser window and try to sign in again.
- Clear the browser cache and cookies, then try again.
- Turn off all browser extensions, then try again.
- Try a different browser - Chrome, Edge, or Firefox.
- Confirm you have a working internet connection.
- Fully close and restart the browser, then try again.
- Ask whether other staff are seeing the same problem. If several people are affected at once, it is more likely a platform or network issue than a problem with one person or PC. Log a ticket with the IT help desk.
- Confirm you are using the correct web address or bookmark.
If a guest reports a problem in the app
Front desk staff should collect from the guest what happened, and when, and pass those details to the Director of Rooms. The Director of Rooms will need them for the vendor.
Common questions
- A staff member cannot get into the chat. Staff chat users are set up by the Front Office Product Champion.
- Several staff cannot use the chat. Log a ticket with the IT help desk.
Still need help?
The order is: the Director of Rooms, then the vendor (Innspire), then the IT help desk (log a ticket), then the Hotel System Manager. For integration problems, start with the IT help desk ticket.
Always log a ticket with the IT help desk first (itrequests@business.cornell.edu). If the situation is critical or urgent, you can then contact the Hotel System Manager directly, after you have submitted the ticket. Your manager or department director knows how to reach the Hotel System Manager and is empowered to do so based on their judgment.
Still need help? Contact the Cornell SC Johnson College of Business Helpdesk at itrequests@business.cornell.edu.
[edited via Jane by wbo7 on 2026-10-27 15:32 UTC]