How was this bad customer service? The agent did exactly what the rules provide and told OP the policy. Was he rude or did he get it wrong? No. He got it right and OP doesn't like the answer.

BTW, if OP really does throw significant business, HGP will of course match any status and make sure he's taken care of. They do that for many high-end corporate types who may travel not so much but decide where others stay.

But, if you're talking about a bit of travel and 5-6 people with you, forget it.