Hi people, I am new to SPG and finally hit the 70k mark to claim the nights and flights redemption which I felt gives me the most value for my points.

I called the CS 3 times altogether but didn't managed to book the hotel because the hotel didn't have the standard room available for redemption but instead only has the upgraded room which is worth 11000 points (the standard being 10000 points)

So my questions are
1) Has anyone ever got the redemption with the upgraded room? Maybe I need to call back a few times till I get a CS who is willing to give me upgraded room?

2) In the 3 phone calls, the first lady actually told me that the hotel has rooms available for Nights and Flights redemption, but the subsequent 2 calls which are 10 minutes later told me there is none. Could the first lady be wrong?

3) For nights and flights, I do not need to book my flight on spg.com nor use the miles obtained from nights and flights for booking of my flight right?? The 2nd CS that I spoke to insisted that I needed to book my flight on spg.com till I asked him to read up on the T&C which he then corrected himself.

4) Also is it common to be asked to provide my spg.com password to go through with the redemption?