Accidents do happen and I understood that. The points were fine and received with a thank you, but after 4 different visits to the desk to resolve the various issues, I had to ask to speak to the manager and was told he would find me. Considering how many hours had passed, I doubted he or she would contact me at all. I was expecting a more pro-active approach on their end and a more sincere one. I did not receive points for lack of an upgrade.