Saw a woman check in today who was rude, downright mean, and completely off base as she tore up the desk agent for not having the high floor ocean front salon room she had requested. (while paying for the run of house city view of course) I watched as the young woman from Hyatt explained in 4 different ways the meanings of "optional", "last minute", and " if available"....as well as telling the guest that she HAD been upgraded free of charge to a partial ocean view. Nothing was good enough, and finally another desk agent went to get some assistance. Although this was the worst case I have ever seen, it does seem to me that since Hyatt implemented this concept, they have a lot of Diamonds upset because they aren't getting their "free" upgrades....while those less traveled really do not understand (or forget) exactly how it works, so they get to the hotel and are upset, too. not to mention the complete donkey's butt people like the woman today. Not really fair to the front line folks...Who already hear about every problem of every guest!