I get an email with early check in options a few days before a HP stay. I wonder if it has to be requested in advance, via the reservations system or by responding to the email. The one time I used it, for a 9am check in, there was no problem at all.
Generally it does need to be requested in advance, especially for 9am. But of course any hotel should try to find a room for a Globalist who arrives at noon...
My complaint is that I am being shooed out the door until 3pm without even asking my name, which is just bad or non-existent training...