When you reserve something and pay money for it, you should get it. Shane is a jerk but this is a reasonable expectation.
Before my career in marketing, I worked in property management. And yes people frequently complained for service issues, rent issues, noise issues, and general complaints. I always gave them my boss’ number. Sometimes we would discuss how it could handled better. Sometimes she would have idea I haven’t thought of and sometimes she had more power than me to make things happen. It wasn’t a big deal at all. The expectation is that you are there to make the experience