You have no idea how entitled some "farang" (foreigners) here are and how low of an opinion many of them have of Thailand and the Thai people. Sometimes it's really sickening to see the posts of this certain bloc of expats. They expect the government to just overlook the rules when it comes to immigration, local customs and local laws.
Recently because of Covid, the government gave around 60 days notice of them needing to go and get their visa extension and would you know it, most of them waited until the last minute with huge lines to do it. Then they complained that the immigration department was "incompetent" and "this is Thailand for you lol".
Generally they are American, Australian or the worse... the guys from the UK.
As someone who travels quite a bit in Thailand, the Thai people already bend over backwards to accommodate most of them, but to no avail.
Go ahead, start reading posts online from these guys explaining how the Thai government is inept, don't realize how "important farang are" to the country. They want to enter the country without having to go through the quarantine!
They are the same guys who approach local girls and ask them "how much" and then spend their days with only other foreigners.
They are the guys who only eat "European" food while on their vacation.
They are the guys who sit at the bar and drink all day and then go to the walking streets to assume every girl they see is a prosti*ute.
They are the guys who make very small attempt to make friends with local Thai people.
They are the guys who bring their drunken western ways here and expect the local culture which is very different, to accept it without complaint.
So for this guy, I don't know the whole story, but I'm almost sure that he was in the wrong. Believe me, the hotels here don't want any trouble and are EXTREMELY sensitive to online reviews as they can make or break them -- mafia run or not.
It takes quite a LOT to make Thai people upset with you, and its clear this guy did it.