From genuine complaints to review blackmail,
Denis Jin Young L shares insight on how to
handle this changing trend.
Remember when dining out felt like the highlight of
the month? You’d dress up in your Sunday best,
choose your order like you were picking a wedding
cake, and bask in the excitement of having someone else
do the cooking.
Likewise, checking into a hotel meant you were
probably off on some rare adventure or celebrating a
big anniversary. These days, in Malta, it seems we’re
all casually booking hotel stays and sampling new
restaurants like it’s no big deal. It’s as if special occasions
have turned into our daily bread – literally.
This rise in ‘anytime hospitality’ is an adventure, but it
comes with unexpected plot twists.
This shift isn’t all sunshine and free room upgrades.
Entertainment on the island might be getting more limited,
but hotels and eateries are popping up on every corner,
giving customers a world of choice.
On top of that, we have a new breed of customer who’s
become the self-appointed hotel critic, the unofficial
Michelin inspector, the unstoppable Instagram food
blogger. Blame it on Gordon Ramsay, MasterChef, or our
incessant hunger for the next best thing.
Whatever the cause, it’s safe to say that in 2025, the
customer is no longer just ‘always right’, they’re also armed
with a smartphone, a couple of rating apps, and the firm
belief that they could easily run the establishment better
themselves.
Everyone’s an expert (or so they think)
One of the biggest challenges is the pressure to please an
audience that believes it knows more than your staff. Ever
have a diner who points out how your fish dish needs a hint
more acidity because “that’s what they do on TV”? Or a
guest who negotiates a free bottle of wine by dropping the
phrase “Michelin standards” five times before the bread
basket arrives? That’s just the warm-up act.
While having more knowledgeable guests can be exciting
- after all, they bring genuine enthusiasm for quality and
service - it also opens the door to thorny situations.
Operators now face guests who wield online reviews like a
weapon. A new trend has emerged, often called ‘review
blackmail’.
The gist is that a few customers threaten to
leave negative comments on popular platforms unless they
receive a free upgrade, a complimentary bottle of wine,
or some other perk. It puts hoteliers and restaurateurs in
a tricky spot. Ignore the demands, and risk a rating that
scares off potential clients; give in and set a precedent that
invites future exploitation.
Meanwhile, the sheer number of new hotels and
restaurants creates fierce competition. Everyone is chasing
five-star reviews and Instagrammable moments. With so
many options around, guests can jump ship at the first
sign of disappointment, whether it’s slightly slow service
or a dish that doesn’t photograph as well as expected.
The stakes are high, and the margin for error feels slimmer
every day.