Originally Posted by lamphs

Question...I want to make sure that I understand correctly before I name and shame!

I stayed at a US-based Hilton in mid continent-US last night (Diamond myself). I really didn't expect anything more than a room, the F&B credit, and maybe a slight upgrade. The stay was generally good. The front desk staff made a little too much of a big deal about giving me a slight upgrade and a bag of chips and two chocolate bites for being a Diamond; no mention of the Executive Lounge (nor did I expect one).

I went to post a review on FT and low and behold, another FTer (14,000 posts) mentioned what a great stay they had, within the past year, including the breakfast in the Executive Lounge. I then checked reviews on TA, and sure enough, the lounge was mentioned.

I was still in the area late today and stopped back in to grab the GMs business card (phone system seemed to be out of order). I politely asked the front desk staff (different people from last night) whether or not Diamonds received lounge access. He informed me that only Diamonds that booked on the two 'executive' floors receive lounge access. (I had not and the slight upgrade was not on an 'executive' level either.)

Am I misunderstanding the benefits of lounge access or is this a training issue for staff (not having it mentioned last night and the confidence of tonight's staff) or is the property just doing its own thing?

I'll be writing to the GM (I received the contact info) and I'll report back. Interestingly enough, the GM, or someone writing for him, has responded to every TA review for at least the past year, so the property seems very engaged.