As an update to my last post: https://airsicktravel.blogspot.com/2019/08/reminder-to-check-if-your-hotel-free.html After waiting, I got an email saying my free 25000 point night posted and is good for 12 months from when I got it, not 12 months from when I was supposed to have gotten it.
I then received a postal mail letter saying the same thing and apologizing. Frankly, I don't know why this happened in the first place but I'm glad it was resolved fairly easily.
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