Not only is there some play in the rules, but even when it's an entitlement, if they say "no upgrade" there's not much you can do about it. Hyatt guarantees Diamonds the best available room at check-in but there's no way to force them to give you that room if they don't want to.

Sounds like OP made an appropriate effort at the front desk and the property refused to budge. That's vote with your wallet time (and pan them in the survey as jerry says).