Remember - these portals are run by a third party and while their margins are good, most of the money still goes to the hotel. For every 10k you spend with them, they make likely anywhere from 500 to 1500 in revenue (not profit) depending on what type of venue. So they’re very rarely going to go above and beyond for a single user unless the situation really warrants it. Sadly.

(I likely will spend 6 figures on Rocket this next year and I don’t ever expect anything from them; a courteous reply and apology is usually a win in my book.)