Earn reviews
Set accurate expectations, deliver the property standard and ask for honest feedback without pressure, incentives that breach platform rules or retaliation. Never fabricate, purchase or selectively manipulate reviews. Separate public review response from private investigation. A calm response protects trust; the operational record drives improvement.
Service recovery
Acknowledge, verify, correct what can be corrected, explain next steps and assess remedy using current law, platform terms and authority. Match the response to the actual impact. Do not require a guest to remove a truthful review as a condition of help. Preserve evidence and escalate legal or safety allegations appropriately.
Quality loop
Code feedback by property, issue, severity, supplier and journey stage. Measure recurrence and closure time. A single low rating may be noise; a repeated theme is a process signal. Assign corrective action, owner and due date, then verify whether the change reduced recurrence.