A Minor Gripe

Why is it that people blame the front desk clerk for their own misunderstandings? Case in point: a lady checked into a room tonight. A couple of hours later, she called down to the desk. I answered the phone, and she asked what time the continental breakfast was served. I explained that we don't offer a continental breakfast, but we have coffee, tea, and hot cocoa in the lobby, and we have an excellent restaurant that opens at 6:00 (we go through this shpill 90 times a day). She said, "Then why does my Triple A book have a little knife and fork symbol under your hotel listing?" I explained (nicely) that the knife and fork symbol means there is a restaurant available. It does not mean that we offer free breakfast. She then told me that she would need a complaint card when she checks out because she was going to submit a complaint about our false advertising. Huh?