Originally Posted by
Travel4Love
The awards didn't clear. I checked the app. There were at least 4 suites available for the duration of my stay (1 of one type and at least 3 of another type). I mentioned this at check in. I was told the SUAs only clear when there is availability. I argued there was availability in the app. After some back and forth a manager came over and explained there are different pools of room, one ofr upgrades the other one for cash. The upgrade pool was empty. I didn't know whether this was within the Bonvoy rules, but I was already exhausted at this point and also had a feeling that Bonvoy didn't really care.
It's been confirmed many times that SNAs may pull out of different inventory from what's listed as available, and that what you see on the app/website is not determinative.
That said, I'd imagine it's quite likely this property is playing games with upgrades. I'm surprised they even put true suites in the pool. Bet that will change once they figure out how to most effectively game the system.