Finally got this issue resolved. After lots of call with Customer Care and pretty much being send round the houses, it was finally discovered that my account was suspended (possibly due to a possible password hack). It was the IT team that spotted it as it wasn't apparent when just looking at the account. The solution was that I had to reset my password and send a screen shot of it being reset along with a picture of some ID to their customer care team. Within 24 hours, it was fixed and I was able to book the hotel using my points. Hopefully this will help others having a similar issue. Make sure you push the customer care team to ask IT to check that the account is not suspended.

Happy days .... finally and luckily the hotel price remained the same while all this was happening!!