Yes, the diamond desk agent will connect you with the appropriate department. They will give you a case number, and the property has a period of time that they have to respond to your satisfaction. If the property offers you points, HHonors will bill the individual property based upon the amount of points that will be deposited into your account. I also would mention the satisfaction guarantee, because I do agree that denial of benefits and being scouled/yelled at by a property manager certainly does not make for a satisfactory stay.