We have an existing 5 day reservation at a legacy Marriott hotel for which we submitted an SNA upgrade request. Some time later I noticed that the reservation entry on the My Trips page said "Your Suite Night Award request is pending" and offered a 'MODIFY REQUEST' link. However, there was nothing on the Upcoming Reservation page. So, we went back to My Trips and clicked on MODIFY REQUEST. That brought up a list of room types we could select, but none were checked. We checked several and hit Update. Got a confirmation email and, at first, there was a "We're working on your upgrade' message on the Upcoming Reservations page (which is what I think should happen). About an hour later, however, this message changed to 'Take an upgrade. You've earned it.', with a link to Start Upgrade Request. We have now gone through this 4 times. Modify request from My Trips page, which starts with no room types selected. Select room types and Upgrade. Request pending message appears on Upcoming Reservations page, only to change to Take an upgrade some time later. It's almost like the request is losing the room types for the request.

Called MR twice to verify the pending request. Both agents totally unclear on the difference between requesting the upgrade and the upgrade clearing. Both told us we could not even request the upgrade until 5 days before. Couldn't get either to check on the pending request.

Hey, LURKERS, is this something you can check for me?