Very unsurprising self centered response.

As if the inner workings of their bureaucracy mattered.

He pays lip service to the OP when he should be ashamed of what happened.

No one cares if their processes are inefficient and allow pax into the lounge who should not have access.

This is THEIR problem. Not ours.

"as it appears the tone was rather direct and perhaps appeared confrontational" : the tone was not rather direct. It was disrespectful. It did not "appear" confrontational. It WAS confrontational.

This response is a symbol of their arrogance.