I have a hard time faulting guests for thinking they'd get Express. Does the website explicitly say no express? Obviously it would be optimal if people read up more on some things, but if they've stayed on Uni-Property before, they know they got Express included. So if i'm someone who doesn't read up on this stuff daily, the logical assumption is it's included in this hotel too since it's always been included in the past.
Guests can be blamed for not knowing a lot of things, but on opening of a brand new hotel with a policy that conflicts with the rest of Uni resorts, I have a hard time faulting the guest there.