My certificate expired before I was able to use it and I was not a happy camper. I had wanted to use it at the Adelaide Hilton for a special weekend and they couldn't do it so ended up having to use points one night and pay the other. Spent hours on the phone with the call centre and it was still screwed up and I was charged a payment and points for one night. In the end I ended up dealing with the people at the Hilton Adelaide who were fantastic and got it sorted for me and they have given me a free night to use anywhere in the world instead. Be firm but persistent.