I did that already, shared here to warn others.
I share illico's observations re: front desk (SPG line, haven't tried the regular one, because of the long line). Very passive, if you don't ask, you don't get.
I stay at this property frequently and I am surprised (to put it mildly) by your observations:
- the dedicated SPG Gold/Plat check in area usually has 2-3 staff members. If I had a negative experience, I would report it to hotel management;
- as a regular guest, upgrades and late check-out are a given. Of course, I ask, along with specifying my Plat amenity (500 points);
- the staff in the SPG lounge are helpful, and many get to know me by name.
If you are still having a problem with hotel management, PM me directly and I will send you a reliable contact name.