When a family hotel business who has been around long mostly by housing street drifters, foreign tourist, night workers, low income groups, and overnight locals. When they start managing with bad intentions, rudeness, stereotypes, and judgemental and they start using missleading practices to earn more business. I believe thats when any long legacy or old family business goes down the drain!!!!
You stop forgetting that the canadian who is paying for a weekly stay today is replaced by the local who paid for a few weeks months later. When foreign business is slow and typical income is down, is the local drifter and overnight local you now judge and treat bad who pays for 1 or 2 nights and keeps your lights on!!!
So, when you have one set of policies online on your website, other policies on booking platforms like Expedia/Hotels.com, and another discretionary set of policies from your own staff on the phone. Than you use these at your convenience and in a discriminatory and misleading manner. Is a terrible way to do business and im sure is not the way that allowed your properties to be around so long.