Originally Posted by
FormerLurker
Nowhere in the T&C do I see that the lounge access/alternative needs to be offered on arrival. I only see that language with regard to the welcome gift, which was points due to the mobile check-in and decision not to ask for a change upon arrival.
You are correct and I stand corrected. The term "on arrival" does not appear in the lounge access subsection. It does appear in the arrival gift section. That might be the fatal flaw to my argument if this is a matter of semantics. Still does not excuse behavior of manager on the phone and at checkout, however. And that is my biggest issue. You cannot give a guest cash compensation and then demand it back and you cannot insinuate that a guest is a thief.