My customer service responses from BW have actually been very good and very prompt, and always resolved in my favour. Earlier this year they did extend my free night from the fall promotion so I could use it in January. When I discovered (after transferring the points) that it would take up to two weeks for points to show as AS miles, they reversed the transfer as I needed to top up my AS account quickly for a redemption. That's why I'm disappointed that they will not be extending the life of these special gift cards.

I also realize that BW properties are almost all privately owned by small local business people and thus every cancellation hurts them and their employees more than the big chains.