Sometimes guest want us to change our policies

They’ll call back voicing their opinions, to me, a front desk employee, and ask I tell my manager who also has no authority to change policies. I genuinely don’t know why people think we can just go changing things, this isn’t a democracy, it’s a hotel with policies that are not going to change the way you want it to. Actually, things are about to get more expensive because that’s what the hotel owners want. He asked me to take his name and phone number for updates and I just scribbled on paper. I probably should’ve handled it better, but respectfully, I’m not calling back to tell them the same thing again. My boss just laughs and the hotel owners would not give a damn. We are consistent in business, and even growing, so no, they don’t care. Please stop wasting your breath in such trivial things and go use it for something that actually matters.