My best advice regarding locked accounts is to check a few days before you intend to use your points that you can get through to the reservation stage online where it lets you use points. If the website or app doesn’t take you to that stage your account is locked.

I had it multiple times years ago and it turned out it was Award Wallet that was locking it. I’ve never had a problem since. It also always takes them days to unlock it so make sure you check early enough that it’s working.

On the whole “Customer service” outwith the actual properties is bordering on non-existent. If you have a problem with a hotel and can’t fix it with the local management you’ve had it.