Hi! I'm new here and have been reading all your reviews as I'm taking my family the first week of April. My wife and I have saved all our AMEX reward points for 12 years and just transferred them all to SPG so we could go to this property. We had originally booked the family Junior Suite for Christmas but my mother passed away and we had to cancel. When I called to reschedule they said we can't use points for the family Junior Suite, even though that is what we had reserved the first time and for more points. We paid 86,000 points for 5 nights and we are being told we need to wait to get there and see if we can pay cash to upgrade. I don't want to pay cash, I want to use the rest of my points to upgrade but I can't seem to get an answer from anyone on how to do this.

You all keep mentioning "Platinum" status. I'm a platinum Amex cardholder, but not with spg. Can I still get an upgrade with Amex?

Thanks