It is not IDB, which has a specific legal definition. I suggest putting that phrase out of your mind right off.

Your theorized explanation (or parroting of those in the trenches?) is as good as any.

I'd suggest putting it aside today. I'm assuming your still in J, so tomorrow, make a point of heading the YYZ a bit early, and dropping by the concierge office. Gently express your disappointment. I don't know if a note from a $15/hr 6 month experienced concierge is going to help, but it sounds like you've got an hour to kill. This isn't IDB, so you've got nothing there. General customer service, maybe. If you get a bunch of notes in your file that says "Deathray was combative" you aren't going to get what you could get by being nice, but firm.

I suspect that the phone based CS agents (and everyone else) have a mandate to slowroll IDB processes as much (more than as much) is allowed by law. So stop saying IDB because that will trigger their personal and corporate defensive stance. If you are combative, you will trigger their personal and corporate defensive stance.

Its quite possible that you will find a Customer Service agent actually interested in Service. Its possible some internal process will slap the s* out of the contract agent & agency in PUJ. If you start off with them being angry, that will never happen.

I have no idea what you might expect if you play nice and luck out with a responsive agent looking to make things right.