So sorry this happened to you. I am glad the rest of the trip was great. I think it is definitely worth telling the owner when there is a problem. My boss just told the staff that we are to let the phone go to messages when we are with a customer. What a relief! I am sure that she either saw the problem or that perhaps a customer told her that they felt it was rude or not fair. It isn't always easy to see how the paying customer is seeing things, I am glad you voiced this problem, it sure helps me to be better at my job. Thank you!