Do you contact the hotel in advance of your arrival? If so, what are you asking/stating and to whom? (& how are you getting the person's email?) I've been told that at IHG's this type of approach helps. I never did this at SPG or Hyatt & always had fine treatment but a number of things I've read & heard from fellow travelers is that IHG & RA is different and some 'massaging' is needed to max benefits.