Originally Posted by
mikebor
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.
In a vacuum, this certainly can be but isn’t likely to be the problem you imply. If one manager from one property has written commentary that is negative, I doubt most properties will take that too seriously. If several different people have written commentary that is negative from several different properties, however, it looks more damning—and it suggests that the guest really may be a problem.
When there is a proponderance of negative comments indicating much the same thing about a guest, either it’s a conspiracy against the guest or, more likely, the guest is truly the problem meriting such negative commentary.
Sometimes, a person defamed is getting their just desserts.