Review Time
This is undoubtedly the most disappointing airport lounge I've encountered. It was unclean, the food was questionable, and the service was unimpressive. The lounge was overcrowded, with many sections of 'reserved' seats that were never occupied. Additionally, the restrooms were not well-maintained.
It is simply the worst airport lounge I have ever experienced. It was filthy, the food was dodgy en the service was lacklustre. It is overcrowded with large sections of “reserved” seats that are simply never used. The toilets were dirty.
AWFUL the photos speak for themselves but unfortunately there’s no option to upload but they are bad!I complained to the company and after getting accused of staying longer than my allotted time (I promise I left way before) They then said that was incorrect but thanks for the feedback! I paid £85 and will be disputing this payment as the company has failed to even try to resolve and in fact just made it worse! 0/10
I made enquiries before attending the Plaza Premium Lounge to check what vegan options would be available. Yes, there were some items but they were of a poor standard, lacked flavour, and were nowhere near what you’d expect from somewhere calling itself “premium.”The service on the day was poor, and the customer service afterwards has been even worse. I’ve sent multiple emails over almost two weeks, and every reply has been a template or holding message. There’s been no proper apology, no goodwill gesture, and no real accountability.Their final response on 13 October 2025 was dismissive and repeated the same scripted explanation. It completely ignored the fact that the food was tasteless, the staff were unhelpful, and the experience was far below the standard advertised.If you’re vegan or expect genuine premium service, I would strongly advise looking elsewhere. Plaza Premium might use the word “premium” in its name, but in reality, it’s poor quality, poor service, and poor value for money.
If I could give a zero I would. Lounge in terminal 5 Heathrow. I’m there now. It’s absolutely packed and the food really isn’t great. I booked the lounge to relax before the flight - it’s busier in here than elsewhere. Still letting more people in. I wouldn’t bother to book if I were you!
Heathrow lounge is small and grubby. The bar counter appears not have been wiped down all day, spilt drinks, dirty dishes.Food Yong’s are dirty or missing so people are putting their hands into containers. It is no busier than a branded airline lounge which nine times out of ten are very well presented, even when crowded. There isn’t an excuse for this low standard. People are still permitted to buy an entry even when the lounge is full and there aren’t any seats. Save your money, stay in the terminal or go to a bar and have one drink for less than the price of entry - and you won’t be jammed like a sardine into a tiny space with people bumping you at every point.
Booked the Plaza premium Gatwick. Payment was taken out three times. Eventually got hold of customer service who said it was their mistake and they would refund the other two payments. They said I would have to pay a refund fee to get my money back. I protested but they still charged me.
We used the Plaza Premium lounge at Heathrow Terminal 5 in the early afternoon. It was extremely crowded. We had to stand for 15 minutes to get a seat. There were standing customers throughout our stay, so much so it was difficult to move around the lounge at times. It was more chaotic in the lounge than in the terminal outside. The lounge resembled a hospital accident and emergency department, on a bad day. Every member of staff disinterested.Hot food was tasteless. The chicken dish was made of chicken chunks in a thick 'sauce' and resembled cat food. Pizza like cardboard. Poor selection of deserts and cheese. Some dishes not promptly replenished when they ran out.Slow bar service. Only one member of staff most of the time in spite of the crowd.The impression is that the lounge management just want to take customers money and cram as many as possible in, with no concern for the quality of their experience.We complained to Plaza Premium. They apologised but consistently offered no other redress. They claimed the lounge was offering the full range of services, as if overcrowding, slow service and inedible food represents a 'full range' of lounge service. They also stated that as we were told the lounge was busy when we arrived, Plaza Premium were not to blame for our poor experience. They take neither responsibility or accountability for this terrible lounge.
Systematically overcrowded, no seats available. Management has a policy to keep accepting paying walkin clients to maximise money, whilst members have a terribly poor experience and cannot sit for hours.Bathrooms are filthy, both male and female, and when speaking to staff they mention that staff is on break. No solution. Only an excuse.Extremely poor quality, hygiene….An absolute disgrace!
We booked the lounge for our honeymoon trip. Flight was scheduled for 15:20 and lounge access would have been available from 12. We arrived at 13:30 some table were not cleared up, it was pretty busy and we found a spot tucked away. The food buffet sounded an amazing option and we were quite excited BUT when we went there there was no plates and there was barely any food and what was on offer did not look appealing. The cider we wanted wasn’t included either.We decided to leave as this was very disappointing and not as described on the website.We complained and requested a refund. Apparently our slot was 12….?! We booked a 3hour lounge stay?…. Apparently food was replenished 15 seconds after we left? Oh they checked their CCTV to confirm our story…. Spending £88 is not worth it. You are better off using one of the restaurants!! Very disappointing!!!
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