The problem with that (from the hotel's perspective) is that they've obviously spent time, effort and few extra pennies ($7 cookies and a larger room to clean) to gain the customer's loyalty and goodwill.

In exchange, the customer stays more frequently, doesn't consider alternatives or try a new experience, may overlook minor service failures or a shoddy lobby and doesn't flee to the competition when rates fluctuate wildly (as Marriott's tend to do). The customer feels "special and wanted" by a heartless profit maximizing corporation at real little extra cost to the hotel.

It is an illusion perfectly executed which is the entire point of these loyalty programs. And it can fold like a house of cards leaving a scorned feeling when a disinterested employee fails to come through.

Definitely worth escalating the question although if you have to ask for and demand the love, the affair is probably over...