angelicious

When a room is upgraded to the next room category (one with lounge access), do we get the lounge access or just the room only?

Andriyko

You will get lounge access as well.

angelicious

That's what I thought too. The hotel staff told me otherwise. As far as I know, room upgrade comes with the benefits as well. Or is there a hidden rule somewhere that the benefits are only applicable to certain individuals only?

RogerD408

I had a Hilton do this a while back. I only found out about it when I went to access the lounge (across the hall, so convenient) and my card did not work. I was meeting friends for dinner and mentioned on the way out and they tried saying no, I wasn't entitled to access. I objected but went on to dinner. When I returned to my room there was a letter and new keys on the desk saying I was correct and was granted access. I am used to knowing more about the program rules than many of the FDCs, but since they don't get much time to be a member I'm not surprised and deal with it.

If the property refuses to budge you can escalate the issue with HH and hope you get someone that will raise the issue with the property or pass it along to their HH coordinator. It may not help with your visit, but correct their behaviour for the next guest or you next visit.

pinniped

If the room type states lounge/club access, then you should get access (up to the legal occupancy of that room, of course).

In a "normal" setup where you're on a club floor and your room is next to the lounge, I'm surprised they actually resisted this.

angelicious

This is an excerpt of their reply to my query - If you book normal room category that doesn't include the benefit, by right you will not be entitled to any benefits with the room upgrade.

I am still waiting for the front office manager to reply to my message. On the other hand, I'm chatting with HH now. HH said I am entitled to the benefits that comes with the room upgrade. I asked 3 times, and HH have confirmed 3 times that I am entitled to the benefits.

angelicious

I have checked with HH. HH confirmed 3 times that I am entitled to the benefits that comes with the room upgrade. I wonder why the hotel staff said otherwise.

Andriyko

Which hotel is it? That is very strange that they would refuse something that comes with the room.

angelicious

PJ Hilton, Malaysia. I hope they will respond to my query very soon.

Baze

I would say you got hosed as long as you are Gold or Diamond. From the Hilton site about lounge access:

angelicious

Thank you. Will check with them again. Or if this is going to be headache, I'll just go to SPG property. It's just across the street.

PayItForward

Are you at least a Hilton Gold?
Terms address Hilton Gold and Diamonds + Lounge access.
They (published terms) do not require property to give Lounge access even for upgraded rooms for non-Gold / Diamond guests.

RogerD408

Yes, sometimes properties will make up their own rules (or at least interpret them to their liking). Unless a guest objects and fails to accept their terms they will try to under-deliver HH benefits or they may grant a "one-time exception" which I hear too many times. I would escalate the issue with HH and ask for their assistance in their compliance. Keep notes on all conversations with dates, times, and names.

scubaccr

only entitled if HHG or HHD. Non elites do not get lounge unless originally included in booked room or guest pays upsell

same applies if upgraded to a top suite withdescription text includes butler/limo-to-airport perks, if upgraded (even with status) not given.

Alas OP does not show his/her status in HH and is possibly non-elite and hotel is correct.

angelicious

HHD, in case you are wondering. Don't assume that I'm not HHD just because I haven't update my profile. Just don't think it's necessary to do so. Most of the time, I lurk around. In case anyone is wondering, the staff got it wrong. The front office manager has resolved this matter for me.