Core Points - The rise of disputes between consumers and businesses due to negative reviews has become increasingly common, with courts sometimes siding with consumers and other times holding consumers accountable for malicious reviews [1][2] - Online reviews have become an integral part of consumer behavior, influencing purchasing decisions and creating a dual benefit for consumers and businesses when positive reviews are received [1] - Businesses should view negative reviews as opportunities for improvement, recognizing that constructive feedback can lead to enhanced service and product quality [1] - Consumers must exercise their right to leave negative reviews responsibly, ensuring that their feedback is truthful and not exaggerated, to avoid crossing legal boundaries [1][2] Industry Recommendations - Regulatory bodies should promote legal awareness regarding consumer rights and defamation laws to guide consumers in exercising their review rights appropriately [2] - A balanced approach is necessary to protect consumers' rights to leave negative reviews while preventing malicious reviews, fostering a healthy interaction between consumers and businesses [2]

Core Viewpoint - The recent incident involving a young woman exploiting hotel policies for malicious compensation has sparked widespread public concern about "malicious claims" and "excessive rights protection" in the hotel industry [3][5][6]. Group 1: Industry Challenges - The hotel industry has faced significant challenges in recent years due to increasing market competition and changing consumer expectations [5]. - Despite a busy May Day holiday, many hotel franchisees reported that incidents of "excessive rights protection" have become more frequent this year [6]. - Hotels are now required to not only compete on product and service quality but also demonstrate resilience and public relations capabilities [7]. Group 2: Impact of Malicious Claims - "Professional extortion" and "excessive rights protection" have a profound impact on individual hotels and the entire industry [9]. - A franchisee shared a painful experience where a guest refused to cancel a reservation during renovations, leading to media involvement and a costly settlement despite no actual damages incurred [10][12]. - The rise of "malicious claims" has led to a culture where hotels feel pressured to comply with unreasonable demands to avoid negative publicity [12][13]. Group 3: The Emergence of a Black Market - The phenomenon of "professional extortion" has become a troubling trend in the hotel industry, with malicious reviews and complaints frequently occurring [13]. - A case was highlighted where a male student extorted hotels using fabricated complaints, demonstrating the scale of this issue [15][16]. - This behavior has evolved into a systematic operation, affecting various sectors beyond hospitality [18]. Group 4: Consequences of Negative Reviews - Research indicates that a one-point increase in hotel ratings can lead to an 11.2% increase in room prices, emphasizing the financial impact of reviews [23]. - Approximately 30% of users may choose to avoid a hotel due to negative reviews, which can significantly affect revenue [24]. - Negative reviews can lead to a drastic drop in search rankings on online travel agency platforms, severely impacting bookings [28]. Group 5: The Role of Hotel Staff - Hotel employees are increasingly seen as "Chief Apology Officers," tasked with managing customer complaints and negative feedback [36]. - The pressure to maintain high satisfaction ratings often forces hotel staff to concede to unreasonable demands to avoid further escalation [28][36]. - The current environment has led to a situation where the traditional notion of customer service is being distorted by "fake rights protection" [53]. Group 6: Future Outlook - The hotel industry is undergoing a deep adjustment phase, with franchisees facing rising costs and market saturation [57]. - The prevalence of online defamation and excessive rights protection is exacerbating the already challenging operating environment for hotels [58]. - A call for a collaborative effort to protect the hotel business environment has been made, emphasizing the need for mutual respect between consumers and service providers [59][60].