Tourism industry combats review extortion and guest misconduct

The tourism industry in Europe is facing increasing challenges from manipulative guest behavior, specifically regarding review extortion and property damage. In Vienna, hotel operators report a rise in guests using the threat of negative online reviews to demand refunds or concessions, even in cases involving non-refundable bookings where the guest fails to appear.

To combat this, the Austrian Ministry of Tourism has released a guide for hospitality businesses and established a dedicated advisory hotline. Industry representatives, including the Vienna Chamber of Commerce and the Austrian Hotel Association (OHV), are calling for stricter regulations similar to those in Italy. Proposed measures include requiring real names for reviewers and ensuring that only verified customers who have actually used a service can leave feedback.

In Greece, discussions are gaining momentum regarding the creation of an official “black list” for problematic tourists. This proposed system would allow accommodation owners, travel agencies, and booking platforms to identify guests who have committed serious offenses, such as extortion through review threats, theft, intentional property damage, or leaving accommodations without paying. The goal is to protect private property and business reputations from guests who abuse the power of digital rating systems.