I used points for a suite upgrade at the Park Hyatt in Sydney (I'm a GP Platinum). When I called to redeem, I was told that my request for an upgrade would be forwarded to the hotel for approval and I could expect a reply within a "short time". I asked why no immediate confirmation and was told that suite upgrades at that hotel had to be approved by the hotel. I don't know if that's true for all international locations, Park Hyatts, suite requests, etc. but that's what I was told for this hotel.

I called GP back every few days, getting the "waiting to hear from hotel" answer. On the 4th call (about 2 weeks from initial request). I was told that the request had been approved and noted in my reservation. I asked if there was anything I needed to take (answer: no) or if they could fax a confirmation noting the upgrade (answer: not possible - hmmm, don't like that, but ...). After checking my account over the next few days, I called back, and concerned about lack of upgrade proof, asked why no points had been pulled from my account. I was told that the points would be pulled at check-in time at the hotel (hmmm). I asked about the status of my request and was assured - yes, it is approved.

When I checked in I asked about the suite and got a blank look. After a couple rounds of call GP, talk to desk supervisor, etc. I got the suite and 6K points pulled from my account.

I don't know if that experience is typical and in the end everything turned out OK, but the whole procedure was a bit stressful from the time I made the request right up to the 40 minute check-in cha-cha.