Difficulty booking Westin Playa Conchal before category change
 

I would appreciate any help from the experts on this forum related to book a reward stay at the Westin Playa Conchal, or any all-inclusive Marriott/SPG properties.
Background:
*Looking to book 5-night in November at the hotel using points. The hotel website states the 1-BR Jr Suite has maximum occupancy of 6, since we are family of 4, no problem. Except either app or website would allow the booking for 4ppl. I called Marriott, the first three calls were answered by agents that had no idea what is going on either. Ironically all three calls resulted in me on hold, and the agents coming back blaming “our system is down and call back in an hour or tomorrow”.
*GOOD NEWS. On 1/16/19, finally an agent knew exactly what the issue is -> this hotel is being moved from category 7 to 8 and the system is having issue recognizing that to allow booking for Nov under the category 7 point system. She books the 5-night stay, takes 240,000 points from my account, verbally gives me a redemption code, and says email confirmation is on the way.
*BAD NEWS AGAIN. The confirmation email and the reservation in my account correctly has the date/hotel name/# of occupant, except it say “summary of charge $606.55 USD per night”. And I never received another email on the redemption code.
*MORE BAD NEWS. I call up Marriott today to ask for that redemption code email confirmation this stay is for 240,000 points and NOT cash. The first agent knew nothing, and either hung up on me or lost connection. The second agent was more helpful, but after 27 minutes blamed “our system is down and call back in an hour or tomorrow”. I happen to read an review on tripadvisor on this hotel, someone else booked with points and upon checkin was forced to pay cash.

This has gotten me worried that when I show up in November, I am out $3,030 and 240k points because no one at Marriott knows anything and I have no prove of this redemption except for a 7-digit code. Will a hotel in Costa Rica just trust me that I should have the room with this verbal redemption code?
Any insight on best way to contact Marriott or how to approach this would be appreciated. If it makes any difference, I am Platinum Premier Elite for life and never had issues booking SPG/Marriott in 15 years until this reservation.

A reward stay is for only up to two adults. Perhaps the cash amount is for the two additional room occupants, especially if the CSR entered the reservation as four adults. In that case you could be out both the 240,000 points and the cash.

I concur. Westin Playa Conchal is an all inclusive resort. There is an additional charge for more than two guests even for paid stays. A quick check of paid rate difference between four and two guests for November is $646 per night. The $606.55 you were quoted appears to be a bargain. :p

No. it is not too good to be true. ;) You will be fine. 240K for 5 nights is a fair price for Westin Playa Conchal. :p Junior Suite at this property is only a larger room and food is mediocre at best.

I think you would have liked the JW better. We've been to both. The Westin is just like a conclave that is in the Caribbean-nothing CR about it. The beach is actually walled off because of how aggressive the vendors are. The JW has a beautiful beach with great sunsets. Great food and atmosphere. Its not AI, but better experience and quality IMHO.

Then you made the right choice. It is pricey-and there are many factors to consider-both during and after the trip! Have a great time. We love Costa Rica. One of our favorite places. The Westin has coatis everyplace. They are so funny to watch.