This is why I always try to have a paper trail (or email trail) when any changes are done. At a minimum the date, time and name of the person I spoke with.

I had a printout that guaranteed a free upgrade to the club level, if available, with club access at this hotel, and was denied it. Only by having the printout, and not accepting their first or second "no", did I end up getting club access, but still not club floor.