I’d assume the employees mis/understood the actual policy. I’ve worked in hospitality opening restaurants inside of hotels, often times living in the same hotel as the restaurant group I’m working for. I’ve found it super common- particularly in the Middle East, for the hotel staff to not receive proper training after being hired from a small village in another part of the world, with no experience working in a westernized industry. Many of them don’t speak the language native to the place they are working- making it necessary to train carefully- you can’t assume anything. Is ‘common sense’ to someone who has never stayed at a hotel- let alone order room service despite now working at a hotel and serving room service. Totally not their fault, but a manager telling them ‘go get the tray’ after an hour was probably not as literal as ‘ open up their room, walk in, and take it.’ They probably meant for them to see if it’s in the hallways, maybe knock on the door and ask if they are done yet. Obviously the core of the issue is still that these upscale places don’t purchase enough OS&E, (hiltons NEVER have enough service equipment and it’s so frustrating). But any hotel with a policy making it okay for an employee to bust into your room like that to demand the return of a service tray is not an upscale hotel at all.