# Recover from a bad OTA review spike

Harbor by Signalry · hotel job `recover-ota-review-spike`
https://harbor.signalry.ai/jobs/recover-ota-review-spike

How and who for the hotel job—verified when attested. Advice unless labeled verified. This brief is a worksheet, not an appraisal and not a quote.

## The job

When a cluster of reviews drops the bubble in a month, I want a recovery path I can defend so we fix the cause and the rating without buying fake stars.

**Outcome the catalog names:** A 90-day rating trajectory with confidence bands, the complaint cluster actually fixed, and responses the GM will sign.

**Desk:** ops
**Urgency on the catalog:** This month
**Typical budget band (catalog, not a quote):** $8–18k sprint + any ops fix
**Typical timeline (catalog, not a promise):** 10–16 weeks to a new bubble

## Scoped brief

A spike is a symptom. Triage the cluster, fix the ops cause, answer like a grown-up, then and only then ask happy guests. Software can inbox the firehose. An agent can draft in your voice. A studio can run the 90-day path. Nobody on this brief sells a guaranteed star.

1. **Name the cluster in a week.** Not 'service.' The actual rooms, shifts, or promises that broke. If housekeeping is the cluster, this job becomes the housekeeping job.
2. **Answer what is already live.** Responses the GM will sign, in the house voice, inside platform rules. An agent may draft. Review gating is a hard no — it is also how you lose the listing later.
3. **Fix the cause in operations, not in copy.** If the cluster is rooms, walk rooms. If it is a renovation, tell the truth and date the end. Quill will send you to Hearth & Key when that is the honest brief.
4. **Publish a trajectory, not a promise.** A 90-day path with a band. Weekly, not a monthly PDF. Stop when the cluster is gone, not when a salesperson wants a testimonial.

## When not to buy

Anyone selling a guaranteed star or a gated checkout ask.

## Provider shortlist

- [Quill Review Studio](https://harbor.signalry.ai/providers/quill-review) — people · Reputation recovery. Catalog score 8.5 (post-job shape, not a verification).
- [Frontglass Reputation](https://harbor.signalry.ai/providers/frontglass) — software · Review inbox & rating trajectory. Catalog score 8 (post-job shape, not a verification).
- [Reviewdraft Agent](https://harbor.signalry.ai/providers/reviewdraft) — agent · Review response drafts. Catalog score 8.3 (post-job shape, not a verification).
- [Hearth & Key](https://harbor.signalry.ai/providers/hearth-key) — people · Housekeeping quality & guest comfort. Catalog score 8.9 (post-job shape, not a verification).

## Success the brief names

- Cluster cause named and owned.
- Response SLA met without gating.
- Rating trajectory published for 90 days.

## Pitfalls

- Buying reviews or gating checkout.
- Answering 200 reviews and changing nothing on the floor.
- Promising a star you cannot control.

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Stable id: `recover-ota-review-spike`
Source: Harbor by Signalry · https://harbor.signalry.ai
Verified Outcome is not insurance. Do not treat a catalog score as attested proof.