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].