Yup, a lot of chains script things and leave very little leeway. Just look at the customer satisfaction surveys you get. It's not "were the check-in staff helpful" it's "did the check-in staff nag you about booking dinner in our restaurant".

​​​​Hilton, with their "how dare you not book through our website" speech is one of the most irritating. Worse still, when you complain about this, they send you back a list of reasons why you should book through the website...