Dstv Rewards Program failure

So dissapointed in DSTV as I took part in the Rewards program that they offered and was delighted with the program. I opted in for a one night stay option and did a booking almost 2months ago. I Received Confirmation of the booking from DSTV and I planned accordingly. 5 days before I was scheduled to leave with my wife I contacted the Hotel and was advised that the payment was never made. After about 10 calls and emails send to DSTV I had no joy as I was told that it was escalated and they will call back but there was no resolution... What is the point of offering awards to Clients that is at the end of the day such a hassle that it is a wast of time... Really bad and a very unhappy as I have been a client for more than 10 years