Originally Posted by pretzlaff

It's a miracle!!!! Confirmable Suite Upgrade on a points stay.

I have a reservation for the Madrid IC for 4 nights on points starting in 2 days. It is an average of only 28k points/ night after the 4th night free discount. I have not bothered to call about using the Suite reward because of the reports here.

Today, I decided to give it a try. I called the 833/650-3803 number. Three rings later, the call was answered. I played dumb (easy for me) and asked that the upgrade be applied to my reservation. When she saw that it was a points stay, she said "sorry, but you can't do that on a points stay". Then, she asked if I wanted a 'premium room with lounge access' or a 'one king junior suite with lounge access'. I say that the junior suite would be nice. She says 'let's see what the computer says'. She is shocked that it worked but indicates that they have been working on this issue. I check my reservation online and it is changed to the junior suite. The points amount stayed the same and it was not changed to a cash rate or anything.

I have the milestone 'lounge access' so that is not an issue. It would be interesting to see if they respect the 'lounge access' part if I did not have the milestone reward.

I will report back how mad the hotel is when I check in.