As part of trying to use this benefit, I've called CTS twice, who has agreed to call the hotel I am trying to book each time. Since it is in a way different time zone, they have not been able to call while I'm on the line and instead tell me that they will call me back the next day. Neither time have I received a call back.

Granted, I'm trying to use the benefit from someone else's card, but approaching it like the cardholder plans on being there, but may not be able to make it.