Apologize in advance if there is already a thread on this.

I am trying to use my Visa free night or points to redeem a room at London Marriott Heathrow. The room available is 20,000 points (or the Free Night Cert) plus 40GBP for Executive Lounge Access. As a Plat, who has Lounge Access anyway, why do I have to pay for that? Called the Elite line, was told that: hotel policy, there was nothing they could do. Has any Gold or Plat encountered this before? Anyone I should talk to?