I checked in to the Sheraton Grand in Salzburg today, and was assigned a “Club” room. The room overview and the detailed room description touts this room type as having access to the Etage 7 lounge.
When my key card wouldn’t take me to the 7th floor, I asked at the front desk if the 7th floor lounge was open. “Yes, I’m sorry, can I check your key, please?”
The rep came back to say that my room type is not eligible for the 7th floor - apparently that is the Ambassador Lounge (and I’m only a lowly Platinum for Life). When I showed him my reservation which - in several places - very clearly states my room type is eligible for the Etage 7 Lounge, he said, “I knew you were going to show me that. There’s an issue in the interface” (? - not sure what that means) “and that room type doesn’t have access.”
He tried to direct me to a different (Sheraton Club) lounge until I pointed out this was false advertising, and not what I had paid for according to Bonvoy’s own and VERY clear description for the room.
At that point he relented and said he would give me access. Completely unnecessary runaround, BS and attempt at diversion. If - somehow - it’s wrong in your system or in the data you’re getting from HQ, fix it.
All I expected was what I was told I would get.
