So I am in Istanbul and was supposed to fly out yesterday... However my SO wasn't feeling well so we decided to a) head to the hospital and b) I made a reservation that morning using points.

​​​​​​Around 3pm it became clear that we're spending the night in the hospital and I messaged the hotel to see if they can push the dates out... They said they can't since it's on points. Also I couldn't modify online... They said they can cancel which we did however given that it was booked and cancelled past the deadline the points and 50k cert I used haven't been refunded

Two questions... Is this normal ops? And any chance calling CS would get an exception/refund?