Using a SUA

I earned my first two Suite Upgrade Award and tried applying it to a 7-day stay, so I’ve called two Hyatt reps (one general chat line and the other globalist call line). It’s interesting to see how they both approached it (Hyatt chat line called the hotel and then asked me to re enter my credit card expiration date online to proceed and the globalist call checked via confirmation number), which both ended saying that there’s no suite upgrade available.

I checked on the hotel site and saw that they had standard suites available for all days on my stay (paid and award availability).

Should I try calling another rep? Or perhaps is there another indication that standard suites are not eligible for SUA at certain properties?

Any advice or info would be appreciated. Thanks.

Edit: property is the Hyatt regency lake Washington.

Edit 2: booked on points and not using FNA.

Edit 3: called again inquiring about why I can’t apply it and they said all the “SUA” suites are booked up even though it’s showing standard suites available on the dates under award and cash rate.