Sent two emails on Friday about stays crediting as non-qualifying. Both stayed booked direct on IHG.com within five minutes of each other. Both stated they would earn points. Received two emails today within two minutes from two different people, one claiming that a stay was booked via an OTA and the other saying that the rate was more than 30% discounted.

Is this the most inconsistent customer service in the industry?
How do I respond from here; if I reply to the [email protected] address will it just go into the general inbox without the context of the previous emails?
Is there any way to send in attachements with screenshots?