Service Recovery is a private operational work queue. When a completed guest rating meets an enabled recovery policy, Aplauso can create a recovery incident and a Business notification for the authorized scope. It does not automatically contact the guest, change a rating, issue a refund, or send an external email, SMS, Slack message, or public-review response.
When an incident is created
Recovery is off unless a complete policy is enabled at the applicable organization, property, department, or outlet scope. The closest complete policy determines the threshold, from one through five stars; a disabled policy is an explicit stop. For a rating at or below that threshold, Aplauso records a new low-rating incident with its rating, recipient, permitted organizational context, and any private guest note that was submitted.
The incident is an operational signal, not proof of a service failure or a commitment to a particular outcome. Its severity is derived from the rating and the policy context, and it must be assessed by an authorized operator.
Work the incident in the authorized scope
Only a user with the relevant Service Recovery access can view or update an incident, and the server applies its organization, property, department, outlet, and environment scope. The queue can be filtered by supported status, severity, and date values; it is bounded rather than an unrestricted data export.
The supported lifecycle is New → Acknowledged → In progress → Resolved → Closed. A user records the follow-up through the controls available in their current Business workspace. A resolved or closed item means that an authorized operator recorded that state; it is not a claim about guest satisfaction, financial settlement, or legal resolution.
Protect guest and business information
Recovery items can include private rating context. Use them only for the authorized operational purpose and do not copy guest names, room numbers, payment details, or private notes into unsecured channels. If Support needs to investigate, provide the authorized property, environment, approximate time, and non-sensitive incident or rating reference instead.