Is there a new requirement that a suite available to book with points must be available in order for me to use a SUA/TSU on a points booking?

I just spoke with 3 Hyatt reps through Chat and they all told me that either A) My rate is ineligible B) There's no availability (No Suite on points, but standard rate cash is available) C) There must be a suite available to book using points to use a SUA. The suite is currently available under the cash standard rate and I thought rates including cash and/or points would be eligible.
I did book this reservation using Hyatt points so I am very confused as what is the actual requirement now... Am I being gaslit by these cs reps? Or did the policy change?

Anybody have experience with this before? I definitely need some education on this. Searched through the T&C's regarding "Complimentary Suite Upgrade Awards" and saw no verbiage of what needs to be bookable to use the cert.

TIA