I hear you on that. However, as stated, these people complaining in this case, were not asking for special treatment. It sounds as though they were asking for the basics, like being served. Being a tourist or a frequent visitor should make little difference in that case.
I know the importance of taking care of frequent customers. Many businesses in SoWal, do very well with that. Many also recognize that today's first time customer could be tomorrow's frequent user, or the talk of the town, telling everyone about the experience. The employees have a chance to decide if they will be seeing the guests again, or if they will never see them again. It doesn't cost much to keep a frequent customer, but it cost a crapload to retain new customers.