First, the hotel room equipment is damaged or faulty. The guest room is the area with the most contact and the longest stay, and the comfort of the equipment will directly affect the guest's stay experience. This part of the complaints accounts for the largest proportion of complaints about hotel facilities and equipment. Mainly concentrated in the TV phone, air conditioning failure, hair dryer, bathroom leakage, sewer blockage, door lock, door curtain wear. 1. Establish a standardized equipment maintenance system. 2. Focus on inspection of important equipment. 2. Users' overall feelings about hotels and rooms with outdated equipment or poor conditions. Hotel decoration is outdated, facilities and equipment are rudimentary, rooms or corridors are dim, doors and windows creak, etc. These are the pain points that users spit the most. Mainly focused on: sanitation and cleanliness, sound insulation, hotel decoration, lack of relevant facilities and equipment, information introduction and picture display of external network, star rating, breakfast type, price positioning, etc. will all affect users' expectations of staying in the hotel. If the hotel does not pay attention to the expected management of users and exaggerates the publicity, but the actual hardware level can't keep up, this will cause the psychological imbalance of users after arriving at the hotel, which will eventually lead to bad reviews.