I think you can only have guests wait for 1 day before they get pissed off and leave but there are no negative effects if they get pissed off at you for that. Refusing them also doesn't have any negative effects for you.
So that's fine and normal.
Regarding no one being in the kitchen there you fucked up.
You need to look at your planning to see where the guest is going to be and make sure 1 of your staff is manning that station. In this you should have assigned one of your staff to the kitchen so the guest could have food.
You can dissapoint guests 3 times.(either by not having any staff at the facility where they want something or by making the wrong choice and getting them the wrong thing they ask for)
The third time they will leave without paying.
Check out the quick guide for more info.
https://f95zone.to/threads/mystwood-manor-v0-1-3-1-faerin.42940/post-3929300