Guest-experience leaders and authorized managers
Turn guest feedback into a careful service-recovery workflow
Use ratings, private feedback, recovery signals, assignment, and resolution tracking to respond to a poor experience without exposing unnecessary guest information or promising an unapproved remedy.
The practical path
- 1
Open Opportunities for the correct authorized organization or property.
- 2
Confirm the rating, its destination, and any permitted feedback or visit context before acting.
- 3
Create or assign a recovery item with the issue type, severity, summary, and only the guest details required for follow-up.
- 4
Acknowledge, work, and resolve the item within the team’s policy and time expectations.
- 5
Document the outcome factually; do not add sensitive information or promise a remedy outside your authority.
Common questions
Who can see a recovery item?
Only people with the required Business access at the relevant scope should see it. If the scope cannot be confirmed, treat the data as restricted rather than assuming access is valid.
Should we ask an unhappy guest for a public review?
No. Keep the recovery conversation private and useful. A public-review invitation is not the default path for a poor experience.
What should a recovery record include?
Include the verified property, a factual summary, issue type, severity, ownership, and outcome. Avoid passwords, payment data, and unnecessary personal details.
Go deeper with the knowledge base
Use the detailed guide that matches your workflow, or ask the Aplauso assistant a specific question.