I honestly feel that the actor genuinely wants some time off to spend with his real life partner.
Being a media conglomerate, that relays on consumer support, I am sure that star-plus wouldn't lie out-right, by making a false statement that can be traced back to them.
The telephone operaters are probable giving their own spin on the telephone customer support to some of the callers though.
But I agree with your post, Star-plus has been in this business longer than the actor and the PH, so I think its safe to say that they would want to save their own reputation and looking out for themselves and their business.