Excuse me but what exactly did the hotel really do wrong? Yes, if they gave you a club floor room, it should have included lounge access, but they weren't obligated to upgrade a Gold and apparently didn't need to do so (for instance, if the hotel had been full). It sounds like you begged for an upgrade, the front desk agent (hopefully not a girl as I believe Poland has child labor laws) was nice enough to give you an upgrade to a club room but without lounge benefits, and you complained. You still were upgraded to a better room than you were entitled to receive. I don't see the need for such a huge apology by the hotel manager.