I've had the same problem today. I am sending my sister and family to NY and facing same problem. I booked online and all info was my name. I had a paid stay to begin and then using points for the last few days. I knew she would be checking in and didn't want her to have any problems, so I called to add her name and mention she would be checking in and leave all CC info as is cause I'm paying. The rep asked if I was staying and since I'm not staying there, they took the reward room away since it was a 'gold' benefit to me, but not to family or friends. So, I have a paid stay in her name, which I think they took off my HH # and a reward stay the next 2 nights at another hotel that would accept reward stays for friends and family. The redemption desk has not been helpful. I'm trying to give them business either way!