The Houseboats of Seville Harbour

I am responding to a review that the manager sent regarding my stay at the facility. I am a customer which surprised me when she removed a star rating due to “ not following house rules” I called to find out what this was for. I was told because I showed up early. All we did when we arrived was simply asking if the boat house was ready. She said yes and let us in. Don’t understand the problem. I told her that if it had not been ready that we would have gone in town to eat. She told me next time to call ahead and see if it was ready. What? If I call to see if it is ready versus asking in person if it is ready, what is the difference? Again I remind them , I am the customer.