Plaza Premium Group Reviews 59

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Lost my AirPods Pro at Plaza Premium Lounge (FCO). The staff repeatedly stated that no item was found, however the device is still actively tracked via Find My to a residential address near the airport in Fiumicino.

This clearly contradicts the lounge’s stated lost property procedures, as the item was not transferred to Lost & Found.

Despite multiple follow-ups and providing this information, no meaningful investigation appears to have been conducted.

Very disappointing experience for a premium lounge service

PreBooked the lounge recently at T5 Heathrow, when we got there it was rammed. Nowhere to sit but they were still letting none bookings in making an awful experience even worse. I doubt the area could be complying with any fire or H&S requirements. Utterly disorganised and gave the impression of only focused on making money. We left after 20 minutes as the noise, being shoulder to shoulder with so many other people and long queues for food or drinks made it such an unpleasant experience. My advice would be not to book this lounge and go to one of the others available at the terminal. DO NOT USE.

When I check the eligibility of my card, on plaza premium website, it says I am eligible, when I got there they said I was not!
As I was at the door, then I decided to pay! It does not worth 10% of what they charge! Lots of frozen cheap food, with extremely limited offer! It was certainly the worst lounge I ever been!
When I complaint about the fact their website was saying my card was eligible, they try to blame on the card, several e mails back and forth, but they never mention on give me back what I paid and also never admitted the information on their site is not reliable

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.

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.

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.

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.

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.

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!!!

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!

Nothing premium about this group , Edinburgh lounge food not refilled , poor choice , group of 8 people 4 of them children , no choice of food for the children , spicy choice and one of them was just sauce due to no refills of food , £275 paid for the 8 of us lucky if we ate £30 worth of food between us all

I wish I had looked in before I paid. It's filthy, with barely edible food or coffee - surprising for Italy. I was going to have a shower here but I would feel dirtier than when I went in. I would say stay in the main airport areas, there were nicer places to rest and lots of power outlets/charging points too

The lounge was very disappointed – definitely NOT premium!
Table clearing service non-existent, loads of tables with empty plates & glasses. No refill of some foods in the self-service area, I had to GO find someone to point out. No spoons in cutlery & this in the 1st 30 mins.
We thought we paid for a 'premium lounge' experience, and got a less than McDonald's experience.
Additional there was no toilet paper in the ladies loo's.
The 'Staff' were filling, pile high, 'Their' lunch plates within the lounge, presumably on their break? Surely this could be done in the kitchen area, behind the scenes away from paying customers?
Just not enjoyable service and the look was just awful.
I complained to the company, who just gave lip-service, so customer service ‘Zero’ also.

A Birthday to Remember – Thank You Plaza Premium Lounge!
My partner had arranged a beautiful trip abroad for my birthday, flying out from Gatwick North Terminal. As an added treat, I booked the Plaza Premium Lounge to kick off our holiday in style—and I’m so glad I did.

The staff went above and beyond to make my day feel truly special. From a surprise cake and champagne to thoughtful goodies for our flight, they made the start of our trip absolutely magical.

A heartfelt thank you to Rashed and the wonderful team, your warmth and attention to detail were outstanding. You turned a simple lounge visit into a cherished birthday memory.

Highly recommended for anyone wanting to start their journey with a touch of class and care.

Zero star experience. I would not use this lounge if it was free. The food is beyond awful, dilapidated bathrooms, uncomfortable lounge, dirty cutlery and broken crockery. Cannot believe it is described as 5 star or premium. When I asked for a refund this was refused as I had ‘fully experienced’ the lounge??? Avoid avoid avoid.

Staff refused admission using my premium airline boarding pass. Their explanation is that premium means business class, this clearly contradicts their signage. Had to use another lounge pass to gain access.

Staff refused priority pass access despite showing sign. Appreciate that capacity restrictions have to apply from time to time, but surely a note at the lift before I make the trip to the fourth floor would save a wasted trip? Showing a sign that says "Priority Pass Welcome" seems like false advertising, but it clearly doesn't to you. I felt the clerk I dealt with was quite brusque.

Please don't waste your hard earned money on this lounge. I would suggest that a lot could be learnt from Stansted airports premium lounge. Poor and very limited choice of food. Alcohol is limited if you want prosecco or anything remotely drinkable you have to pay for it. The lounge is cramped and not at all relaxing. Very disappointing.