Working for a hotel is very different from working for an independant. You can't tell guests they are crazy. You have to try to keep their business no matter what. It doesn't even matter if it costs your department money, you want them to stay with the company as a whole. I work for a major hotel chain. So we have to make sure the customer is going to stay with our company no matter what. There is a lot of competition out there and keeping in the green is the only thing that will keep you getting paid.