I’ve had one IC recently not ‘recognise’ the lounge pass at check in and not code the keycard for it, and when shown the app say there must be something wrong as it is supposed to generate a code or a ‘redeem’ feature (similar to the F&B coupons). Check in disagreed (even after consulting a colleague) when I said that’s not the case for a multiple use reward. Said I’d come back later rather than argue during peak check in, ironically went to the club lounge anyway (had to be let in) and low and behold, I was on the printed list and they immediately added access. Received an apology from them and said they’d talk with reception to educate them.

Back on topic - Sometimes the club rooms are on a higher floor; which a number of properties consider to be an ‘upgrade’ / different room type.