It's probably an uncommon request at a property of that level. They should have been able to handle it, but the inexperienced staff probably did not know how to deal with such a request.

At Four Seasons properties I have had this proactively offered when scheduling hotel car transfers for late arrivals. A better US Park Hyatt, or most international PH or GH properties would have been better equipped to handle such a request.

Food would be made at the right time to be ready at your ETA, and kept warm if arrival were a bit later than expected. Then it would be sent to the room immediately when you check in.