After reading the thread and having no option to use my SNAs online or in the app, I reached out to support who gave me the standard no availability of suites standard message mentioned above.
I called customer support and placed a ticket regarding the issue, as all suite categories were available to book online.
Here is the follow-up(pretty disappointing if you ask me):
”I hope this email finds you well. Our Luxury Collection Solaz Hotel has replied to your inquiry. I have pasted their response below. Please let us know if you have any further questions or concerns. I hope you have a wonderful evening.
"Will try our best to upgrade"
Sincerely,
Susan V
Marriott Guest Experiences Team
I was really underwhelmed and disappointed with this response, and I felt there was no hope for an upgrade. Fortunately, we were upgraded based on my titanium elite status. See below for more details on that.
First, there are 4 “areas” of the property -
Building 1, 2, and 3 = privately owned residences, not an upgradable option
Building 4 = main building (has the best view of the ocean if that is your preference, no outdoor showers, complaints in this thread of highway noise, also contains the Baja Suite which I was told is not available for complimentary upgrade. They offered to let me speak to someone higher up about a potential cash upgrade option to that room. Without haggling and out of curiosity, I asked the upgrade price, which I was told is $1000/night.)
Time-Share = Tall buildings on the other side of lobby as the main building, no option to upgrade to these rooms
3 tiers of single story buildings with green tops in the pictures as someone referenced above (these have the “not so private” plunge pool, outdoor shower, less view of the ocean, as they are low and the landscaping of the property obstructs the view.)
We were upgraded to a Panoramic Ocean View King Suite in the Main building. I really wanted the ocean view, but also really wanted the outdoor shower and plunge pool. I asked to be “upgraded” to a king plunge pool suite on the lowest level of the resort. They told me this was actually a downgrade and it was only available the first two nights of our stay. I was not sure what to do, so they offered to show me and my husband each room to decide. The panoramic ocean view was gorgeous, but we were more excited for the outdoor shower and proximity to the main pools with the king plunge pool suite. We chose to do the plunge pool suite for the first two nights and the panoramic ocean view the last night.
We are super happy with our decision. I spoke with my artisan (private butler during our stay), and fortunately, he told us we do not have to move anymore. Therefore, we will stay in the king plunge pool suite.
I spend about 150-200 nights a year traveling, and when we take a vacation, we stay at luxury properties—only the best. This might be the best service we have ever received. We are loving every minute of our stay and extending our stay. Let me know if anyone has any questions.
Currently, the free titanium elite breakfast is in restaurant Cascabel. It is not buffet style. You order anything you want from the menu. Everything is included except for alcoholic beverages. It is AMAZING!
COVID19 note: I was told all resorts in the area are mandated to operate at 30% capacity. Additionally, after a guest leaves, rooms must remain vacant for 2 days before the cleaning staff can clean and turn over the rooms. This is causing issues regarding the availability of certain rooms and suites. I am even more fortunate for our upgrade now.
I made 3 reservations with the concierge just now. I was able to get my preference each night and each time, including prime times at Manta and El Farallon. We ate at Flora Farms last night, and it was PHENOMENAL. Highly recommend getting there early to visit the shops. I loved it there.
We rented a car for ease of transportation and to reduce costs, and it has been super helpful. Just know, it is a state law, that you must have third party liability insurance. This made our cheap $45/day National Car Rental standard SUV a bit less economical with the $22/day added on. All in all, it is still a good deal, but just wanted others to be aware.
I have been using google maps to navigate the area, and it has been super helpful and easy.
PICS to come at the end of our stay! But I’ll leave you with a couple so far.
Fire-pit on our patio from the lowest level King Plunge Pool Suite. (Patio shared with two other rooms, which has not been an issue. We have our own private outdoor jacuzzi as well.)
From Mako looking over the main hotel infinity pool. Mako was great for a late lunch the day we arrived. We had shrimp and sea-bass ceviche(yum!!!) & steak quesadillas(were meh).