There's not doubt that financially for the company sometimes it's best to step outside the policies. It can build a lot of loyalty and result in a bigger gain in the long run.

I don't think that, however, negates this OP's claim that the failure of the Manager to do so was rude, or poor service, or insulting, etc. Given the language of the letter, I'm pretty certain that the OP didn't say "is it possible to call next door to check?" I suspect the OP made a pretty firm demand that the Manager call right now and do something. I could be wrong, but I don't think I am.