Could you tell me how long it takes to sort something like this out?

I stayed at the Intercontinental San Juan a couple of weeks ago and used my Ambassador Certificate. It posted as a non-qualifying stay and having spent $580 i got credited with 902 points!!

I phoned the hotel, it took 3 attempts to get hold of the right person who agreed my first night should be a qualifying stay and the spend to points ratio was wrong! She said she would sorted but 5 days later I am still waiting!

I am normally patient but I want to take advantage of the 25% bonus avios points for transferring which ends on 20 June!

Thanks

aks120