I haven't even arrived yet and have not received g...

I haven't even arrived yet and have not received good service. I sent the hotel a message via their app earlier today about an upgrade - which I do with every Hilton brand stay I do and I always receive a reply either giving me an upgrade or telling me they are sold out and I've been added to the list. I was only asking for a room with a better view than the parking lot view. I never received a reply from this hotel. Then this evening, after not hearing anything I message the hotel again. i finally hear back with a statement that upgrades are offered on an available basis. I question the man as to my stay which is only for 1 night. He replies that he checked and there is availability and it will cost me $40 for the night. I tell him that as a frequent Hilton brand traveler I've never been charged for available upgrades. His reply, "Not in Embassy Suites Burlingame". I did tell him I thought that was tacky to charge a frequent Hilton Honors member for an upgrade that was available. As I said earlier all I inquired about was a room with a better view - not a suite. His response, "Okay". Wow so much for customer service at this location.