READER QUESTION: Hilton Milan – No lounge access for gold members??

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Hilton HHonors has recently had quite a few promotions for getting the Gold status rather easily, although the “regular” qualification requirement hasn’t changed.

READER QUESTION HH Gold Lounge Access Milan

A LoyaltyLobby reader sent me the following email (you can always drop me an email about your thoughts/issues with loyalty programs) yesterday about the Gold member executive lounge access at Hilton Milan:

I recently had a strange experience while staying in Milan at the Hilton. They do not allow gold members to use the lounge unless you purchase an executive room. What’s the use of gold member if have to pay for the perks? They said it was a recent management change and it is within their rights to do this according to the Hilton T&C. I checked these T&C’s and they are correct but why? Frequent loyal travelers expect these benefits, this is why we are loyal. This is my first time at any Hilton hotel to be denied access based on T&C and certainly my last stay at this hotel.

I suggested they make this clear on their website to keep unsuspecting travelers from falling into the same trap. I doubt they will take my suggestion but I think this is important.

Here’s what the Hilton T&C’s say (access here):

Executive Floor Lounge Access Policy: The following policy applies at all Conrad® Hotels & Resorts, Curio – A Collection by Hilton, Hilton Hotels & Resorts, and DoubleTree by Hilton™ hotels with Executive Floor Lounges. Executive Floor Lounges are available only at select properties.

  • If you are an HHonors guest with Gold status, you and up to one additional registered guest in the same room will be granted complimentary access to the Executive Floor Lounge only if you receive a room upgrade to the Executive Floor or an upgrade to a room type that confers Executive Floor Lounge access benefits.

Conclusion

The terms and conditions for both Gold and Diamond members state that upgrade to a “preferred room” is done on space available basis. Gold members are guaranteed lounge access IF they are upgraded to executive floor or to a room type that include lounge access.

When I was Gold for sometime last year, I did receive the lounge access at all properties that had one available. This is not, however, guaranteed for Gold members.

I stayed at Hilton Milan this past June for several nights while visiting the Expo. The executive lounge (went only once) was nothing spectacular, but the upgrade that I received as a Diamond member was.

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