Anyone else had trouble understanding AgodaCash eligibility?

I recently completed 17 hotel stays across Asia and Europe between May and August 2025, all booked through Agoda. I spent around USD $5,400, and one reason I chose Agoda was their AgodaCash loyalty program, which seemed to reward frequent bookings.

But after all those stays, I earned zero AgodaCash. Agoda says eligible bookings show an indication at checkout, but in my case, none of the bookings showed anything—no sign of eligibility or ineligibility. If even one had shown it, I might’ve questioned the others. But with zero visibility, I had no way to make informed decisions.

I contacted support several times, but each reply came from a different agent, referencing only individual bookings. There was no continuity or escalation. The agents were polite, but clearly limited by internal procedures.

Agoda says AgodaCash is discretionary, but after 17 stays with zero rewards, that discretion feels meaningless. I’m curious—has anyone else had a similar experience? Or is there something I missed about how AgodaCash works?