Fact 1:The rules say we get breakfast,wE are to get upgrades,etc.
Fact 2:There are some hotels that don't follow the rules.
Fact 3:This is the most consistant complaint on this forum.
Fact 4:Hilton knows this is happening.
Fact 5: It will continue to happen.
When you add it all up, you can bring copy of the rules with you. You can keep sending e-mails to Adam.And you can learn to beg, act angry,etc.Or you can do what I am doing. I call the hotel before I book it and ask what to expect as a gold. If I don't get the proper response I stay at a Starwood.