[Liesmith]

The phrase you are looking for is making it worse. What is better about his impact on the system? He's taking something that had no middleman before and setting himself up as one. Something that was free but no longer is. He's a leech on restaurants and is hurting their business, and charging customers where once they got things for free.

Now, if the world was full of guys like this, and the restaurant industry was choked with middlemen, and then he went and made a system where the customer could go right to the restaurant for their free reservation, that would be making things better. What this guy has done benefits no one but him.