Having a similar problem as some people in this thread, non responses, delayed BRG issues and screenshot requests
I finally got an email back on the 8th Feb saying that my email from the 29th Jan has been forwarded to the General Hotel Manager for the Novotel Toronto Centre. I reminded them that Ill be travelling there on the 19th Feb so hopefully it will be sorted by then.
tl;dr
Filled in BRG form on the 22nd Jan and it is still not sorted