It's just the luck of the draw, I guess. For example, later I spoke to a staff member who couldn't have been more different. If the check-in guy was robotic, intense, and unsmiling, the concierge lady (though really, they float between any of the desks) was warm, empathetic, and skilled. We didn't take it personally that we weren't allowed a suite when one was available, but we were a bit disappointed he didn't even care to try. My friend later described him to be about as helpful as an airport check-in kiosk, or vending machine. Maybe next time will be better.