I surmise this wasn't by accident but caused by an prolonged outcry from innocent FD clerks sick of tap dancing around while trying to fulfill ignored requests at the last second.

I recall a disclaimer somewhere (not sure if it was Marriott) where comments might not be read until "the day of check-in". That would be fine but in reality, it was "the moment of check-in".

The box wasn't broken, the process to handle them was!