Suite Night Awards request won't stick

Discussion created by samknutson on Mar 8, 2019
Latest reply on Jun 26, 2019 by meadowlark

I have a stay coming up at a Sheraton Grand booked directly through months ago and leveraging a convention rate.  The app and web site showed Start your Upgrade and let me select suites to get in the queue for a Suite Night Upgrade.  This failed every time.

I would get a message indicating there had been an error then shortly two emails one after the other in the same minute

We Received Your Suite Night Awards Request

Your Suite Night Awards Request Has Been Removed


I tried many times on both the app and the web site.

I called the Elite line twice first got a somewhat clueless response that I had to do it within 10 days of the stay.

The second time I told the whole story and got a knowledgeable,  helpful rep who tried her best but ultimately after reaching out to others including her helpdesk gave up.


In short I have not been able to actually even get a Suite Night Award to stick so that it could be used.  

This is a pretty frustrating IT and customer experience fail for Marriott.   Anyone else have the same experience or a better one using Suite Night Awards in 2019 post BonVoy?