@Eruca: Well they seem to believe that we have the ability to change it. And I mean, we can always make those requests if they ask us to. But it's still going to depend more on how often they stay with us and how lenient the specific hotel is.
Idk about whomever you were calling, specifically, but where I work we get docked for escalating calls. We have a certain percentage of our calls that we can transfer in a month. That includes management, different departments, and the hotel directly. So when I have to escalate three calls in one day it can get really frustrating because I could potentially get my butt reamed by my manager when we have our weekly meeting.