I would PM Gold Passport Concierge. It is a published benefit. Unlike the Standard Select Suite Upgrades at SPG which has several factors such as availability and the room must be clean at time of check-in, upgrade to best room available is a guaranteed benefit.

For future stays I would ask Gold Passport Concierge to contact the property and intervene on your behalf. I had success several times at the Park Hyatt Sydney behaving in the same manner, and a call to the Diamond line on the day of check-in ensured I received the best available room.