In exchange for loyalty to a venue, customers expect and deserve a little "extra", be that in the form of benefits over-and-above, or simply taking extra care to not be rude!
If it's a new employee it's obviously a grey area - it's no one's fault explicitly, but management could have prepped the new employee better. The employee thought they were doing the right thing, which is unfortunate.
In exchange for loyalty to a venue, customers expect and deserve a little "extra", be that in the form of benefits over-and-above, or simply taking extra care to not be rude!
If it's a new employee it's obviously a grey area - it's no one's fault explicitly, but management could have prepped the new employee better. The employee thought they were doing the right thing, which is unfortunate.