Great comment, but what constitutes abuse and how fair is it? Let's say the front desk agent is rude and rolled her eyes and talked down to guest. Guest gets upset, raises voice, calls her rude, asks to speak to supervisor who doesn't really care. Escalated to manager who apologizes but guest unhappy and tells manager they will never stay again. Manager puts in the internal database that guest was irate and yelling and cursing and abusive. Guest wasn't any of those things but manager puts it in anyways because well, he or she can. Maybe manager didn't like guest's tone, maybe manager is having a bad day, maybe manager backs staff no matter what and doesn't believe guest. Heck with this internal system you don't need a reason it seems, to access it and skew the story to fit their narrative. And 99% of the time, the guest will never know that the manager put extreme fabrications and lies into this database and that from now on if they want, basically any front desk employee can access and read these lies. Yup, real fair.