As returning clients and celebrating a special birthday, I would like to have had a higher floor, like requested, we even checked in later to get a higher room and was put in the same room that was originally allocated

As returning clients and celebrating a special birthday, I would like to have had a higher floor, like requested, we even checked in later to get a higher room and was put in the same room that was originally allocated. Even went during my stay, to ask the receptionist, and I was told it was not available. When I saw a air host got allocated a room on the 24th floor .... how does that work?