Originally Posted by demue

I have had it proactively offered by the hotel (an IC in Japan, surprise ) in lieu of the not available upgrade. On a short 1-2 nights stay it was for sure better than the sometimes "phony" upgrades to a barely different view or a slightly higher floor or so.

If you already left the property it may be an uphill battle, but other than the hotel itself the Ambassador Service Team is your best option.

Did you discuss the no upgrade with the property when you were there and they promised the 10k points, but never delivered on it OR you feel / know no upgrade was granted, but didn't address it while on property?