The stars you receive are a function of some algorithm, not the subjective whims of a hotel. If i remember, it has to do with number of stays and money spent per stay. You can be high star and not be an Hhonors member. Your star value is Hilton-family wide, not tied to each hotel. But, a hotel can put stuff in your "permanent record" when they feel you are naughty or nice. The service recovery thing is automatic. All recovery actions are supposed to be entered in your stay OnQ record as either revenue (like gave back points or gave a free night) or non-revenue (like that fruit plate). It lets the bean counters know how much revenue is lost and how much each department is giving away.