It's the little things like this that stay in the memory and hearts of guests for a long time.
I've had a similar experience at the 4 points Pune (India) which on more than 1 occasion has gone above and beyond to arrange for local transportation when company issued vendor has failed us. Another time they've arranged for items not in the midnight menu, keeping in mind specific dietary restrictions : and all of it with a big smile and a genuine willingness to help.