Yes exactly. I think the issue is that somehow, they need the hotel to correct it themselves and are not able to override it directly. So if the hotel are less than diligent or less than capable or less than willing, nobody is really defending your case. So in practice, you have to keep reminding the customer service agent who answered your email, who then in turn basically keeps harassing the hotel on your behalf. I think the game ends when either you give up or the hotel are so fed up with receiving the reminders that they end up finally taking their best calculator and correcting their mistake.

It is a significant amount of points, so I wasn't going to give up, but as you rightly say, what a pain...