「顾客至上」正在毁掉中国酒店业

Core Viewpoint - The article discusses the growing issue of "sheep shearing" guests in the hotel industry, who exploit hotel services for personal gain, highlighting the need for hotels to adopt stronger measures against such practices [5][36][62]. Group 1: Examples of Exploitation - A case is presented where a young woman stayed in multiple hotels, claiming various issues to receive refunds, ultimately being apprehended by the police [7][10][60]. - Guests have been reported to demand excessive amenities, such as 10 sets of toiletries, and threaten complaints if not accommodated [12][14]. - Some guests have been known to manipulate hotel staff by timing their requests based on employee shifts to maximize their benefits [16][18]. Group 2: Tactics Used by Guests - Guests have developed sophisticated strategies to exploit hotel services, including requesting free breakfasts under the guise of business evaluations [21][22][25]. - There are instances of guests making false complaints to extract compensation, which is seen as a tactical approach rather than genuine grievances [33][35]. - The article notes that these guests are not merely seeking discounts but are engaging in calculated actions to maximize their benefits from hotel services [36][38]. Group 3: Industry Response and Challenges - The hotel industry is portrayed as being overly accommodating, often fearing negative reviews or complaints that could impact their business [52][56]. - There is a call for hotel management to confront these issues directly and for online travel agencies to assist in managing malicious reviews [62][63]. - The article emphasizes that the "customer is always right" mentality should not lead to unlimited concessions, as hotels should not be seen as a source of endless free services [63][64].