Similar for me. I've stayed 4 times in the last 18 months and have never been in a standard room or used a TSU. The first 3 stays were single night stays, so I sort of wrote my luck off to that. The most recent trip 2 weeks ago was a 4 night stay (Sun-Thurs) that was 2 nights of points + 2 nights cash (~$750/night). I had tried to get the phone agent to get a TSU to confirm which she was unable to do, so I asked if she'd call the hotel for me and try, which she did.

When she came back on the line, she said they couldn't get it to go, but not to worry because the hotel said "he's a Globalist, we take care of them." I was skeptical on a 4 night stay, but at check in they had proactively upgraded me to a King Suite without a TSU, which was a great way to spend 4 NYC nights.

I still don't think its worth $750/night, but that's a subjective opinion (aka - I'm cheap and don't like paying anywhere near that much money for a hotel room). That said, it was a lot nicer to spend 4 nights at the PH vs the other NYC Hyatt options.