Core Viewpoint - The article discusses the ongoing challenges faced by hotels in China regarding the collection of deposits from guests, highlighting the tension between customer expectations and hotel policies, particularly in the context of a struggling hospitality industry during the summer season [4][6][9]. Group 1: Customer Experience and Hotel Policies - Many hotel employees report frustrations with guests questioning the necessity of deposits, especially when it is not clearly communicated in booking details [4][5]. - The lack of transparency regarding deposit requirements has led to increased customer complaints and conflicts at the front desk [6][7]. - A specific incident involving a guest's violent reaction to a deposit request illustrates the potential for deposits to escalate tensions between staff and customers [8]. Group 2: Industry Challenges and Employee Sentiment - The hotel industry is experiencing lower-than-expected revenue, leading management to prioritize sales over addressing deposit-related issues [6][9]. - Frontline employees feel they are unfairly blamed for customer dissatisfaction, as they are often caught between management directives and guest complaints [10][14]. - There is a growing sentiment among hotel staff that deposits serve as a necessary safeguard against guest misconduct, with many supporting the retention of deposit policies despite customer pushback [10][12]. Group 3: Future of Deposit Policies - The article notes a trend towards "credit stays" promoted by online travel agencies, with some hotel chains eliminating deposits altogether in favor of risk assessment through credit scores and membership levels [19]. - Employees express skepticism about the immediate elimination of deposit systems, emphasizing the need for a gradual transition that includes employee input and protection [20][21]. - The consensus among hotel staff is that while deposits may eventually be replaced, it is crucial that they are not left to bear the consequences of such changes without adequate support [22].

客人至少不会觉得自己是被骗了。 但问题是今年暑期，国内酒店营收普遍不及预期，酒店管理层对于这种徒增销售烦恼的事没啥兴趣。 小林记得前段时间有个同事跟负责OTA运营的领导提了一句："我们要不要把收押金这件事写进OTA订 单备注？" 最近，数家酒店员工和我频频吐槽收客人押金这事带来的烦恼。 一位来自厦门某中高端国际连锁品牌的前台小林说，今年以来，她已经记不清第几次被客人质问："不 是都免押金了吗？你们酒店怎么还收？" 其中有个场景让她印象格外深，一个女客人订了530元的房间，到了前台被要求交600元押金，当场就炸 了："这房间里是镶金边的吗？怎么比房费还多？" 小林也很想解释，但她比谁都清楚，这个锅根本不是前台能背的。 她知道，如果这条"要收押金"的信息写在订单详情里，哪怕只是在OTA上加一句"房费以外需交押金， 金额以前台为准"，很多尴尬其实都可以避免。 虽然经常因为押金问题起争执，但很多酒店人是支持恢复或保留押金制度的。 结果领导脸一拉，说："你知道我们转化率会掉多少吗？你做前台的，把你的事做好就行。" 硬币的另一面是，酒店收押金引来的客诉纠纷正在悄悄变多。 前段时间，一则"借伞拒付押金砸前台"的新闻引发舆论 ...