Unfortunate experience, but it sounds similar with how Accor handles the Suite Night program: Publish a benefit that sounds good (Best Price Guarantee sounds great), but put in so many terms and conditions to make it practically useless. Make it difficult to talk to an actual person, and then remove all authority from your frontline customer service staff so the request goes into a black hole. Infuriating as a customer, but it seems to be the Accor way.