Wanting to book a points redemption for 2 adults and 2 children (14 years and 11 years). I want to negotiate an upgrade price as price for a family room is around 700euros. So I want to book a standard room with 70k points and then pay upgrade price. Are the reservations always so slow to respond? Sent an email over 2 days ago and no response. Their new lake house suites are unavailable and when I called reservations, they said upgrade prices are dealt with hotel directly. I'm Hilton Diamond and not impressed with the service considering I said I am booking a last minute holiday and would appreciate a quick reply.