Originally Posted by
bpk6h
I have something similar in my account at the moment. Booked using points but SUA was not an option available online for the length of stay I booked. Concierge was able to talk to the hotel to have it applied. As in your case, the SUA shows as applied on the app but not on the website and the room type remains the standard room (btw, I think SUAs never show as applied on the website). The reservation is until much later this year.
In my case I had no idea why the concierge needed to talk to the hotel. They had standard suite availability and the app would have allowed me to book a new reservation with the same rate type and the SUA. Some weird back-end issue with adding an SUA to an existing reservation, I suppose.