I don’t get the hate behind PMG agents. In my experience most have been very helpful and trying their best. Sure I have to HUCA two or three times every now and then, but nearly every single leisure stay at Hilton this past year I’ve gotten a PMG. I think I’m like 12/12 or something. Other times I book rates during flash sales so there’s no need.
The rules are very clear: find a better rate, with the exact cancellation policy, be patient with the agent and guide them through it, and frankly it pays off to be really nice on the phone too. Remember that these are people behind the phones. Often I ask not to be put on hold, chat them up and thank them for their time, and more than once they have bent the rules a tad to help me (like less than 2% difference on international stays, using some sites that aren’t in the handbook, or even believing me when the rate wasn’t there).
It pays to be nice, quite literally sometimes. It may be the reason I often get suites too at check-in who knows.