This is one sided - We don't hear the management's side of the story ...may be there is some policy that these chaps flouted,...perhaps lounging around the hotel lobby hoping to pick up fare is not allowed, a habit the management may be trying to clamp down, may be they are supposed to phone ahead, book in the itinerary, may be tour operators are supposed to 'remit' something to the hotel ,..and they haven't etc etc
People too often discard the rule book and when forced to toe to the line scream a lot of heart-felt rhetoric.
Just saying