And just when you think you've heard it all!
I have NEVER heard of such a thing... so don't have a good answer or opinion on how to "tune up" this agency.
Know anyone named Guido?? <G>
For what it's worth... if you have confirmed your booking with HAL, and completed your online registration, you won't be denied boarding.
Last month my Carnival documents never arrived. I had no problem boarding the ship. As a matter of fact, it was just as easy as if I had.
Just asked the porter for luggage tags after he looked up our cabin # on the manifest.