Should that Marriott have used their time machine to retroactively keep the hair out of the bedsheets? They did what they could in the moment, because they realized that it was a fuckup.
I.e. this wasn't "and I want to speak to your manager!" it was "oh, I guess needing to start by comparing what happens when we just assume things are going to go wrong is where we're at nowadays?". Marriott is good because these kinds of things are rare in the first place, not because you get a nice apology.