Last year I had no status with HH and I called the SC to redeem a 5-night award for 110.000 points.
The agent told me the award was only 100.000 and I said ok.
Later when I received the stuff from them I discovered she upgraded me to Silver and booked a GLON, saving me 10.000 points without asking.
Use the usual tactics. Call and if you don't get the answer you want hang up and call again.