TSOGO SUN REWARDS SYSTEM - is it REAL ? who is checking ?

I booked twice and the reception desks or booking clerks say don't worry - the points will be allocated but it actually doesn't - how does SUN RANDS work? They market it so often but do their staff know how to handle this ? I booked o the separate occasions at two different hotels and same thing happened. Why use this so called rewards card when you are NOT BEING REWARDED? They just wan to track you invite you in to make money of you staying ?????????????