Park Hyatt Chicago : checked in May, 2011 for 3 nights

I was on a business trip to Chicago for a meeting and reserved through CTS for the Park Hyatt in Chicago for 3 nights recently. My flight was an early morning flight and I arrived Chicago around 9AM. Knowing that most hotels may not have rooms available that early, I called CTS to inquire Park Hyatt at Chicago if they had a room available for check-in when I arrived. It took about 30 minutes from the airport to the hotel so I had time to call CTS. I called CTS and he placed me on hold for 10-15 minutes, I guess he was talking to someone at the hotel. He came back on the phone and told me good news that they have rooms available and I could check-in when I arrived. Furthermore, I was informed they had upgraded my room type and if I wanted can wait 1 hour to check into a lake view room. I thanked the CTS rep and told him I was 5 minutes away from the hotel and I will let them know which room type I was interested in.
I arrived at the hotel lobby and checked in as usual. Upon check-in she asked for a credit card and I left my Centurion card on the counter for her, I asked the staff if they were able to upgrade me to the lake view room and waiting one hour was ok with me. She looked at the monitor screen and informed me they were sold out for the 3 nights and unfortunately nothing was available. I informed her politely that someone from Amex called and was told that there was room available for upgrade if I wanted to wait 1 hour for the room. She adamantly refused and repeated that they were sold out for the next few days and upgrades were not possible. I again informed her that I called CENTURION TRAVEL SERVICE and someone from the hotel had told CTS that a room was available for upgrade. Again she declined and said there was no record on the reservation of such conversation and nothing was available. At that moment, I reached for my cell phone and tried to reach CTS right in FRONT of her. I told her again that I did talk to someone from CTS and he was told when I arrived there would be a room for upgrade. As I was holding for CTS, I guess the front desk staff realized I was calling Amex suddenly changed her tune and said "I can rearrange something so you can be upgraded to a lake room view, but you will have to wait one hour." I asked her why she did not upgrade me earlier, she just said she was able to rearrange something and now I could check in and be upgraded to another room.
Then, I was really upset. I inquired how is it that
1) Centurion was able to confirm that room availability for upgrade is possible 5 minutes earlier prior to my arrival into the hotel...
2) Upon arriving at the hotel with my Centurion card on the counter, no rooms were available for upgrade! Not even a West facing room...
3) And all of a sudden a room upgrade appeared on her system after she "REARRANGED" something...knowing that I was on the phone with Amex.

Furthermore, the front desk staff after making the reservation did not even explain that I was had Centurion amenities while staying with them. I had to come back and ask her where the breakfast area was and what amenities I had for my stay.

What kind of service is this and how can this occur at such a FHR establishment? This hotel is even featured in the Centurion FHR book and that was partly one reason why I decided to stay there. I could have easily made reservations at a Four Season's or even the Penisula in Chicago.

I think Amex needs to remind all FHR establishments that:
1) If they are going to honor their "upgrade" clause with Amex card holders either Centurion or Platinum, the hotels should make sure they are going to honor their upgrade commitment and not just "advertise" upgrade when available knowing that they do not actually upgrade ppl when booked through Amex.
2) If someone walks in with an Amex Plat or Cent., know what the amenities are for that individual and let them know while handing over the room keys. It makes a great impression and the card holders will appreciate it.

Footnote: After I called Amex CTS and talked to a supervisor, the Park Hyatt did upgrade me to a lake view room and my stay was without problems....until I checked out. I informed the front desk at day of check out I was going to check out later than usual...around 3-4pm. Same response as when I check in, "our rooms are fully booked and we do not allow late check outs. Latest I can do is 12PM." What the @#$%!!! I informed her I was told by the hotel supervisor I was going to check out late and she ok'd it. "No, our policy is we cannot let you check out late because we are fully commited and sold out." I asked for a supervisor...he came, looked at the computer screen, etc. Then, the front desk staff says "oh, your an american express card holder. yes, you can check out late." I thanked them...walked away. Around 2:30pm after having lunch, my luggages were still in the room. I walked into my room to get them...guess who was there??!! The cleaning lady!! Basically, even when I haven't checked out...they were already getting the room ready for the next guest!!!

Someday, I am going to look at this and laugh. Basically, whatever can go wrong went wrong....