My experience here mirrors yours. I really like the hotel for its location, and the restaurant is quite nice especially in the summertime when the terrace is open, but they are very stingy when it comes to the Hilton Honors programme. It was also my experience that when you escalate it to the manager on duty, then things suddenly become available. I once struggled to get a late check out with them, when the front desk agent flatly refused citing high occupancy. The manager then arranged for a late checkout (even later than I needed - until 4pm!) with no issue. I don't know if the front desk agents are not empowered to make decisions, but such things do leave a bitter aftertaste, especially when you otherwise really like the hotel.