Don't be disingenuous. The obvious explanation is that there is a considerable difference between having to figure out the accent of a non-native English speaker, and following a different dialect of the same tongue, spoken as one's birth speech. I cannot say a British or Australian accent is pleasant to my ears, but I would not put either one in the same class as that of a native Spanish-speaker when it comes to difficulty of understanding (on both parts - remember, they are guests in a hotel, and they will not be conversing with the waitstaff for social reasons, but to request the services for which they are paying a great deal of money. You cannot always trust that a non-native speaker understands what you are asking for better than you can understand his replies).

Because they exist to make money, not to coddle Haitian waiters. People with a great deal of money come to stay at the Ritz-Carlton hotels because of their reputation for accomodating their guests. If the family tells their rich friends about the crappy reception they got, those friends are more likely to choose a competitor for their business. And ALL the waiters, Haitian or otherwise will be out of a job. They were not being asked to fire any employees nor were their employees being asked to perform outrageous or personally degrading services. They were simply asking not to be bothered with waitstaff who would make their stay less comfortable or pleasant (as hotel employees are always asking what they can do toward that end...), however abhorrent their tastes and preferences.

As for the ludicrous suit, if the waiter in question HAD been allowed to serve the people, in addition to the blowback it would have had for the hotel as I suggested above, he would have been suing them for the emotional distress caused him by having to deal with racist guests who became upset and agitated at his presence or service, who refused to eat the food he brought them, did not tip him, complained about his skin color to management or even called him racial epithets. The fact that his employer had received a request from the guests clearly indicating strong and unabashed racist feelings on their part would have been proof that they exposed him to the ire of people they knew would not respond well to his appearance or accent.

People go to hotels like the Ritz Carleton to be accomodated, NOT to accomodate themselves to the circumstances that they find. Fact of life.