Also tried calling ACV, gave up after 2 hours on hold. Tried the contact form listed here, which worked - received a response within an hour but told me my itinerary wasn't eligible I need to contact AIr Canada (even though booking in J). Contacted Air Canada, they confirmed and noted on my file the itinerary as eligible, tried to contact Air Canada Vacations back, again 1.5 hours on hold and had to disconnect. Tried the form again last week - no response.
This program is broken. I just booked a hotel on my own dime.