I went thru this process in the past (not sure why they are unable to get their act together)

A stay booked at a normal rate shows as non qualifying.

You send an email providing all the details including rate etc.

You will receive a canned response that special rates don't qualify a week or two later (from the name of the person responding it looks like somebody in the Philippines)

You reply fairly nasty that they should read your email before answering and you would like to escalate (a friendly email gets you no response).

Around 2 weeks later you will receive another email that you will get the points 'as a one time exception'.

This happened to me several times in the last year or two.