Hilton HHonors - Problems Accessing Lounge at Hilton Mark Center

I stayed at the Hilton Mark Center (Alexandria, VA) last night. I am a gold member. My key wasn't formatted to access the club from the elevator. When I asked the front desk clerk, he said the club was only for people who were staying on the Executive Level. When I tried to explain to him that I was suppossed to be given access because I was a gold member, he passed me off to the lady at the Hilton HHonors check-in. She outright REFUSED to let me have access. She claimed that the club was only for Platinum members. I asked her why her hotel was making up their own rules regarding club usage and not following the Hilton HHonors rules. She responded that they used to allow golds to have access, but her manager had reviewed the rules, and that the interpretation was wrong....the correct interpretation was that only Platinums were entitled to access. I will be traveling to Northern Virginia a lot in the next few months, and told her that I would not be returning to this hotel, but she didn't care. Needless to say, I didn't get a room upgrade to the Executive Level.

Interestingly, I called down to the front desk this morning and asked the clerk about my lounge access. He said "oh, come on down and we'll format it for you." 5 minutes later, my key was activated. There was no .....ing or mention of platinum-only access.

I actually liked the hotel, and the morning staff seemed competent, but I sure don't want to repeat this experience with the evening staff. I don't know if they are misinformed, or if they just didn't want me to access the club because I was paying a very cheap rate.

What's a platinum? Thought it was blue,silver,gold, diamond.

I think there have been others who have in the past reported problems at that particular hotel. I would bring it up to Adam, and I would contest the bill until you hear from them. Inasmuch as your membership and access influenced your decsion, they should shave some $ off the bill.

I am also a GOLD VIP, and per my review of the rules (per Hilton website), you are entitled to an upgrade if available to Exec. Level. If no upg avail., you still get comp. access to Lounge.

The Manager is misinformed to say the least..

Sorry, it wasn't platinum...it was diamond. I'm getting my programs confused.

Originally posted by kellycambp:
Sorry, it wasn't platinum...it was diamond. I'm getting my programs confused.

See my post below:
http://www.flyertalk.com/forum/Forum57/HTML/001311.html

Just for reference sake, the hotel where everyone was having problems was the Old Town Alexandria Hilton (where one has to argue concerning the similarities between a "sovereign level" and an "executive level". I too have had to argue on many occasions, and currently carry a copy of the Hilton HHonors terms and conditions every time I travel(be sure to print out all the pages or they will say, "it's on the next page,"--I also highlight key parts). Although it does not always work (especially in Las Vegas) it has helped me numerous other times.

[This message has been edited by J0HN (edited 02-25-2001).]

I too had a problem at the Old Town Alexandria Hilton on my last stay.

On checkin, I had a Silver VIP coupon that entitled me to a Towers upgrade. The front desk flat out refused the upgrade, and the manager even refused it. They told me that they had Towers rooms but weren't going to give it to me...I settled for a mini-suite because I didn't feel like arguing and making a big scene.

Why is this such a problem with Hilton?? I was recently fast-tracked to Gold, but with all the headache, I may as well switch to Starwood...at least everyone on those boards seem to be happy.

Perhaps someone should start a website named www.denyhiltonthefreddie.com (http://www.denyhiltonthefreddie.com) ???

------------------
http://www.denycontinentalthefreddie.com