Spent another 2hr+ on the phone today. Got disconnected 4 times. PITA to deal with this. At this point, I'm trying to get them to open a regular room at St. Regis or Le Meridien Bora Bora (only points room with cash upgrade are available) and we'll switch our flights PPT-BOB a day early. Costs around $150 to make that change, but if we could get a room at either of those places for 60k, I'd be fine with it and just move on. The CSR's are trying to be helpful, but they apparently have no power to do anything. They all just keep saying "that hotel isn't in our system, we're not sure what you're expecting".