I stayed three times since beginning of the year. First time was given upgrade to Executive Suite, very nice as per previous posts. Key worked for the Executive Lounge, but rather poor servings. Free Internet access though.

Second visit the Hotel was full, and no upgrade. I tried the key to the Lounge, no success. When I asked about access I was told that Plats do not get access because the lounge is so small, and they get around 70-80 Plats a day (!!!) during the week. When I pointed out to them that the rules do not provide for that kind of exception they gave me a separate access key, but maintaining that I did not have any right as a platinum. If a platinum wanted access they would have to purchase the Executive Package for Euros (cant remember the amount) or for 3.750 Starpoints. I disagreed, but since I had access I did not pursue the matter.

Last Saturday I stayed there again. The Hotel was empty, but they said all their Executive Suites were booked but they would upgrade me to a business suite. Turned out to be a meeting room with a folding bed coming out of a cupboard, and a spare room with 20 chairs. Bit odd, but I did not complain. Only the following morning I realised that I should have, since the thin mattress in the folding bed did wonders for my back. If you have a sensitive back refuse the upgrade!

Again, the key did not open the Executive Lounge. This time no exception was made, and the story of the high number of Plats was repeated. Starwood had given the hotel an exception due the high number of plats and the small size of lounge. I asked to be connected to the SPG service telephone. SPG connected me to a Plat Concierge, who insisted that I had access, and asked to speak to the reception. They had a long discussion where the hotel repeated its story. The Concierge researched the matter, and insisted that no exception of this type existed, but the management of the hotel continued to refuse access. The concierge apologised and said he would open a customer complaint file, and that someone would get back to me within 5 days.

Later in the evening I did get a message from reception that they would make an exception and give me a key. Also they would make a note in my file that in the future I would be given access on weekends, but not during the week.

I had the impression that they were not new to this discussion, and they were very firm in their belief that they had a special exemption from spg in this respect.

Anyhow, the lounge really is not worth the hassle, but it was always empty when I was there.

I will update when I have reply from starwood.

Zorro