面对恶意差评，酒店业竟然开始硬刚反杀了？

Core Viewpoint - The hotel industry is increasingly taking a stand against malicious reviews, as evidenced by a recent court case where a hotel successfully sued a consumer for defamation after receiving a false negative review [1][5][25]. Group 1: Incident Overview - A consumer named Zheng posted a negative review about Zhangye Yujing International Hotel on Ctrip, citing poor hygiene and service issues [2][5]. - The hotel responded by suing the consumer for defamation, resulting in a court ruling that required the consumer to delete the review and pay damages of 35,000 yuan [5][6]. Group 2: Industry Trends - The hotel industry has seen a rise in legal actions against malicious reviews, with more establishments choosing to confront such issues directly rather than capitulating [6][8]. - A notable case involved a hotel in Dali, Yunnan, where a consumer was ordered to pay 5,000 yuan for a false review, marking a significant victory for the hotel [6][8]. Group 3: Consumer Behavior - There has been an increase in consumers using negative reviews as leverage to demand refunds or additional services, leading to a shift in how hotels handle such situations [8][9]. - Hotels are now more likely to refuse unreasonable demands from consumers, as seen in a case where a hotel maintained its stance against a consumer's repeated requests for free upgrades and services [8][17]. Group 4: Platform Changes - Online Travel Agencies (OTAs) like Ctrip are tightening controls on malicious reviews, implementing measures such as AI recognition and expedited appeal processes to protect hotels [13][14]. - Ctrip's new policies allow hotels to appeal negative reviews more effectively, reducing the immediate impact of such reviews on their ratings [14][15]. Group 5: Legal and Regulatory Environment - Recent legal actions and government announcements have highlighted the issue of malicious reviews, signaling a shift towards protecting businesses from extortionate practices [25][26]. - The Supreme People's Court has emphasized the need to combat online extortion, particularly in the tourism sector, reinforcing the importance of fair practices for both consumers and businesses [25][26].