No, that’s not the reason. As has been pointed out many times on FT (paging writerguyfl), it is not efficient to have emails coming in to a single address and relying on someone to stay on top of the issue to the guest’s satisfaction. Just think about how busy and fluid a front desk is. If an email comes in requesting a special service, a number of people are going to have to coordinate to stay on top of that from start to finish, but that’s not how 3 and four star hotels work. At top properties you’ll often have a guest services department that manages these things but that’s an extra cost center.