On the first issue you should have been able to collect on the Ultimate Reservation Guarantee. That's more of a property issue. Were you clear when you called in that the hotel did not honor your reservation and you wanted the compensation?

The second issue was probably just a lazy CSR. Hang up and call again (or just do it online as you did). I've typically had good experiences with the Platinum line.

I think a previous poster explained why MVC's might be harder to get with points now. But they've kinda always been hit or miss in my experience anyway.