As a general matter, why is suite upgrade cert. such a disaster to use? The other certs can be booked easily online with a few taps, but the suite upgrade requires all these hoops.

I tried to do it via chat, and the person just said, "Sorry, the hotel cannot be reached."

So I ended up calling Hyatt, who put me on hold, etc. etc. Then, once it's booked, there is no confirmation and your reservation does not reflect the new room (though presumably it's taken out of inventory?)

Just a rambling comment to complain about the inefficiency year after year.