Originally Posted by MOkidKA

Long time reader on this forum but registering an account and hoping for some input on this matter.

5 nights stay on points at the St. Regis Florence upcoming from 12/24 to 12/29 and applied SNA on the stay. Received email with legacy SPG purple branding confirming suite night award upgrades on yesterday exactly 5 days ahead of the stay. The email stated that one, not five, suite night awards has been applied. The hotel name and reservation number fields were empty on this email.

This stay has disappeared since then on the list of my stays, although the count total on the Marriott website correctly reflects the number of upcoming stays I have booked (six). I was unable to look up my reservation using the confirmation number I received from the email back then when I first booked the stay.

Called in to Marriott/SPG as suggested by other commenters - called in to Marriott/SPG reservations/customer service and asked the associate to confirm if my stay is still visible and active in the Marriott/SPG system, but the associate is unable to see detailed breakdowns of any stay beyond my soonest upcoming stay (airport hotel), nor provide me with an updated confirmation number for the upcoming St. Regis Florence stay. The associate further told me that I have seven (!!) upcoming stays all with check-in date identical to my airport hotel stay. Call ended with the associate offering to create a service ticket request and to reach out to IT and St. Regis Florence, and suggesting that I call Marriott/SPG reservations/customer service again tomorrow if I hear back.