Summary
For Statler Hotel Housekeeping, Maintenance, and Front Desk staff: standard browser checks and mobile app checks for HotSOS, then HotSOS problems to the vendor (Amadeus), team questions to the Director of Rooms, accounts through Housekeeping or Maintenance, and a ticket to the IT help desk before the Hotel System Manager.
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About HotSOS
Amadeus HotSOS is the Statler Hotel work order and service request system. Housekeeping, Maintenance, and the Front Desk use it to create, track, and manage guest service requests and facility repairs, and managers in Housekeeping and Maintenance use it to assign tasks to their teams. You may hear it called "HotSOS," "Work Orders," or "Maintenance Requests." It runs in a web browser and as a mobile app.
Who to contact
- A problem with HotSOS itself: the vendor, Amadeus, at hospitality.support@amadeus.com. For HotSOS, the vendor comes first.
- Questions about how your team uses HotSOS: the Director of Rooms, the Product Champion for HotSOS.
- No HotSOS account yet: new users are set up by Housekeeping or Maintenance when they are hired.
- Room status in HotSOS does not match the property management system (Infor HMS): log a ticket with the IT help desk (see "Still need help?" below).
Before you contact anyone
- Web browser or mobile app?
- What exactly is failing - signing in, connecting, or information such as room status not matching.
- Whether other staff are seeing the same problem.
If HotSOS will not load or sign in on a computer - 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, HotSOS itself may be down. Contact Amadeus.
- Confirm you are using the correct web address or bookmark.
If the mobile app will not connect
- Check that your phone has a working connection - try opening another app or a web page.
- Fully close the HotSOS app and reopen it.
- Ask whether other staff can connect on their phones. If nobody can, HotSOS itself may be down. Contact Amadeus.
- If only your phone cannot connect, log a ticket with the IT help desk. The app may need a setting checked.
Common questions
- A new staff member has no HotSOS account. Housekeeping or Maintenance sets up HotSOS accounts when staff are hired.
- Several people cannot connect at once. HotSOS itself may be down. This is rare. Contact Amadeus.
- Room status in HotSOS does not match Infor HMS. This is a connection between the two systems, not a problem with your device. Log a ticket with the IT help desk.
Still need help?
The order is: the vendor (Amadeus), then the Director of Rooms, then the IT help desk (log a ticket), then the Hotel System Manager. For room status not matching Infor HMS, 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.
[authored via Jane by wbo7 on 2026-10-27 18:36 UTC]