We can give you tons of free stuff without a managers approval (although we might say we need it). In my experience this is ultimately determined by how abrasive a guest is. If they're polite when bringing up an issue they've had they're most likely to get what they want. When guests come to bring up an issue and they personally blame the person they're talking to, or they get condescending it'd be safe to assume the person they're taking to will follow the hotels rules to the T and not give away any freebies. Is this poor customer service? Arguably. Remember, we’re people too, if you make us feel bad we'll be a lot less inclined to make you feel better. Common courtesy goes a long way.