I'm glad you called the Concierge line to report this fiasco.

I don't have experience at this hotel, but I had this very same scenario play out each time I stayed at the now-gone Sheraton Milford MA. It was almost as if I were on Candid Camera! I'd just get blank stares from minimum-wage paid front line staff when I'd tell them I'd take the 500 amenity points.

When I asked for a manager and was met with the same quizzical, questioning look I simply called the Plat line to report the ineptness of the front desk.

By any standard, this points to serious failure of the hotel's management to properly train their front line staff -- probably my single greatest frustration.