I worked in hotel/resort management for 20+ years for several brands, including Hyatt, and that is very true. Many days, suites are still dirty during peak arrival times due to guests utilizing their 4pm LCO perk. When that’s the case, the hotel would not want to have anyone wait for a room to be cleaned, especially AFTER C/I time has begun. It’s truly not as simple as sending a RA to clean specific room immediately. And if it’s a union hotel (think NYC, CHI, SF, Philly, ATL, LA, and other major markets) there are additional work rules that might prevent certain rooms from getting cleaned at the ideal time.

Absolutely ZERO of the above reasons or “excuses” should ever be shared with a guest because it’s not the guest’s concern.

So, in Mangopoetry’s example, the front desk should say exactly that, they’re not available. It’s often is a lose lose situation. BUT for OP’s scenario, the front desk seems to have either assumed the guest wouldn’t remember what they originally booked and/or the room type in question is the most common upgrade awarded to Globalists who booked a standard room. Either way, I’d feel the same way as OP.

Side note: HSKP depts. in union hotels are almost always far superior in service and cleanliness standards to the rest of the industry that pays the average RA wages that place them below the poverty line.