服务行业岂能设置“数字门槛”

Core Viewpoint - The requirement for customers to download a hotel app to check in is viewed as an illegal practice that unreasonably restricts consumer rights, reflecting a cold commercial logic that prioritizes business interests over customer experience [2][2][2] Group 1: Legal and Ethical Concerns - The demand for app downloads as a condition for service is considered an unreasonable limitation on consumer rights, potentially violating legal standards [2] - This practice may be classified as "technological hegemony," where businesses prioritize their platforms and data collection over customer service [2] Group 2: Impact on Consumer Experience - The push for digitalization in hotels is framed as a means to enhance service, but it often leads to the marginalization of vulnerable groups, ultimately harming brand reputation [2] - True digitalization should be inclusive and customer-centric, allowing for multiple service options and respecting all customers regardless of their background [2] Group 3: Service Philosophy - The essence of service should not be compromised by technological advancements; maintaining a human touch in service is crucial for long-term success in a competitive market [2] - The construction of "smart hotels" should focus on integrating technology seamlessly into service rather than creating barriers for customers [2]