(re:"The customer is always right", I assume)

Turning away profitable custom is "business sense"?

OK, let's assume you're not completely wrong. Since turning away an annoying customer doesn't actually stop them existing, that would imply that either their business is gladly accepted by another hotel (who, for some reason, doesn't find them to be a problem) or that there are roving gangs of DYKWIAs terrorising all major cities, being turned away from one front desk after another...

I don't see any evidence of that latter case, so how is the former possible? Sure, maybe a few bad customers are shocked out of it by the experience - but if that's the case, and they become good customers, you've lost a now-good customer forever. Oops. There's a ton of research showing that people's personalities don't change much, though, so what else is different? Well, at different hotels they're dealing with different staff, who will act in different ways.

But then we're getting back to the "mumbo jumbo" idea that some people are naturally better at customer service than others and maybe - just maybe - there are things that we can learn from how they do that...