Hotel Best Western di Goodrich

"We called informing them of a late check in. This was their first opportunity to inform us that the elevator was broken. We arrived at the hotel around midnight. The night clerk was sitting down reclined in an office chair with his legs propped up, head phones on, and playing on a laptop. I said hello, sorry to interrupt. He said "It's okay" as if I did interrupt him. Being a former district manager, my coaching and development would have told him to say, "No, please don't apologize. I'm here to...